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Customer Experience Strategist

2 months ago

Sioux Falls, South Dakota, United States Silencer Central Full time
Customer Experience Strategist

At Silencer Central, we're passionate about delivering exceptional customer experiences. As a Customer Experience Strategist, you'll play a key role in shaping our customer experience strategy, ensuring every interaction with our customers is seamless, enjoyable, and aligned with our business objectives.

Key Responsibilities:
  • Analyze customer feedback and identify pain points to inform customer experience strategy and personalization.
  • Design and manage customer experience initiatives that drive engagement, satisfaction, and revenue.
  • Partner with cross-functional teams to optimize the end-to-end customer journey across all touchpoints.
  • Develop and maintain customer personas to inform customer experience strategy and personalization.
  • Support the Voice of the Customer strategy by gathering and analyzing customer feedback through surveys, interviews, and data analytics tools.
  • Track and report on key performance indicators related to customer experience, such as star-ratings, NPS, CSAT, contact rate, and customer lifetime value.
Requirements:
  • Bachelor's degree in marketing, business, or communications required.
  • 2-3 years of experience in customer experience, customer service, or marketing/PR required with experience in direct-to-consumer retail, e-commerce, SaaS, or other customer-focused sectors required.
  • Strong analytical skills with the ability to interpret complex data sets and draw actionable insights required.
  • Understanding of customer journey mapping, persona development, and experience design, as well as knowledge of design thinking principles preferred.
  • Experience with customer feedback tools, CRM/ERP systems, and analytics platforms preferred.
  • Excellent communication and collaboration skills with the ability to work effectively in a cross-functional team environment.
  • Strong problem-solving skills and a passion for improving customer experiences.
  • Strong project management skills with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
What We Offer:
  • Competitive salary: $54,830 - $74,000 DOE.
  • Profit Sharing and Incentive Bonus.
  • Unlimited PTO.
  • Company Paid Holidays.
  • Health insurance: Copayment Plus Plan or High Deductible Health Plan with $1500-$3000 HRA Contribution.
  • Dental insurance.
  • Vision insurance.
  • LTD and STD insurance.
  • Company Paid Life Insurance.
  • EAP.
  • Colonial Life.
  • 401(k) with company match.
  • Employee Discount Program.
  • Free snacks and drinks.