Customer Engagement Specialist

1 week ago

Austin, Texas, United States augmentjobs Full time
Job Overview

Position Title: Customer Experience Consultant

Summary: As a Customer Experience Consultant at AugmentJobs, you will play a pivotal role in assisting organizations to elevate their customer experience. Your focus will be on crafting and executing strategies that enhance customer satisfaction, foster loyalty, and boost overall engagement. Collaborating closely with clients, you will delve into their customer journey, pinpoint challenges, and deliver effective solutions that promote positive interactions and favorable business results.

Key Responsibilities:

  • Conduct thorough mapping and analysis of the customer journey to uncover critical touchpoints, challenges, and potential areas for enhancement. Collect and interpret customer feedback and data to derive insights into their experiences and requirements.
  • Formulate and propose comprehensive customer experience strategies that are in alignment with clients' business goals, aimed at improving customer satisfaction and loyalty.
  • Assess current customer service processes and systems to identify inefficiencies and opportunities for enhancement. Design and implement process improvements to streamline interactions and minimize friction points.
  • Create and deliver training programs and workshops for client teams to elevate customer service skills, improve customer interactions, and cultivate a customer-centric culture.
  • Establish and monitor key performance indicators (KPIs) to evaluate the success of customer experience initiatives. Provide clients with regular performance reports and actionable insights for optimization.
  • Develop and implement systems for gathering and analyzing customer feedback. Utilize insights to drive ongoing improvements and address customer concerns effectively.
  • Advise on and assist with the implementation of customer experience technologies, including CRM systems, feedback tools, and analytics platforms, to enhance customer interactions and data management.
  • Support clients in navigating organizational changes related to customer experience initiatives, encompassing communication strategies, stakeholder engagement, and adaptation to new processes or technologies.

Qualifications:

  • Bachelor's degree in Business Administration, Marketing, Psychology, or a related field; advanced degree or certifications in customer experience management (e.g., CCXP) preferred.
  • 4-6 years of experience in customer experience consulting, customer service management, or a related role.
  • Strong understanding of customer experience principles and practices, including journey mapping, process optimization, and feedback management.
  • Excellent verbal and written communication skills, with the ability to present complex information and recommendations clearly to clients and stakeholders.
  • Proficiency in data analysis and performance measurement, with the ability to leverage insights to drive customer experience improvements and achieve goals.
  • Proven ability to manage customer experience projects, including coordinating with cross-functional teams and delivering results within established timelines.
  • Empathetic, strategic thinker, and capable of working independently as well as collaboratively in a dynamic environment.

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