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 English
Preferred tools and skills:
- Medallia or similar CX measurement tools
- PowerBI
- HotJar
- Microsoft Bookings
- Eloqua
- Jira