Customer Experience Specialist

The Customer Experience Specialist will be responsible for driving voice of customer feedback across digital platforms. Success in this role requires being highly skilled at influential communication across a broad organization as well as the ability to think critically and problem solve to identify and implement process improvements across teams.**Key responsibilities include**:- Support web feedback by monitoring & responding to customer comments, analyzing for trends, and communicating to the broader organization for actions and impact- Operationalize the process for triaging feedback from customers to the proper team and ensuring the loop gets closed- Support UX Research team through incentive management and scheduling moderated sessions- Support the ongoing management and continued expansion of the Customer Feedback Panel program- Create quarterly newsletters to share Voice of Customer feedback from web surveys, testing, and UXR studies- Support UX Design and AB testing teams by identifying and implementing process improvements**Qualifications**:- Successful track record of achieving results through and in collaboration with others- Strong organizational skills and an ability to meet project deadlines in a timely manner- Excellent communication and influencing skills- Experience working in an agile development framework- Demonstrated project planning skills- Comfort with a high level of intensity and change, ability to be agile and continuously improve- Customer first perspective, putting the customers' needs at the center of our work- Remote ok but needs to be located close enough to Tijuana office to go in on occasion- Business degree required- Must be fluent in EnglishPreferred tools and skills:- Medallia or similar CX measurement tools- PowerBI- HotJar- Microsoft Bookings- Eloqua- Jira