5 Lead Customer Experience Strategist jobs in whatjobs
Lead Customer Experience Strategist
Posted 20 days ago
Job Viewed
Job Description
Our client is searching for a visionary Lead Customer Experience Strategist to champion exceptional customer service and support across all touchpoints. This is a fully remote position, enabling you to design and implement customer-centric strategies from anywhere. You will be responsible for defining and refining the customer journey, developing innovative support solutions, and ensuring consistent delivery of outstanding service. Your passion for understanding customer needs and driving loyalty will be paramount.
Responsibilities:
Responsibilities:
- Develop and implement a comprehensive customer experience strategy aligned with business objectives.
- Map out the customer journey, identifying key touchpoints and opportunities for improvement.
- Design and optimize customer service processes, workflows, and scripts.
- Lead a remote team of customer service representatives and support specialists.
- Implement and manage customer feedback mechanisms (surveys, reviews, social listening).
- Analyze customer data to identify trends, pain points, and areas for enhancement.
- Develop training programs and materials to ensure consistent service delivery and product knowledge.
- Collaborate with product and marketing teams to advocate for customer needs.
- Drive initiatives to improve customer satisfaction, loyalty, and retention.
- Stay abreast of emerging trends and best practices in customer service and experience management.
- Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in customer service management, customer experience, or a related role.
- Proven ability to develop and execute successful customer experience strategies.
- Strong understanding of customer journey mapping, service design, and CRM systems.
- Excellent analytical skills with the ability to interpret customer data and feedback.
- Exceptional leadership, coaching, and team-building skills, especially for remote teams.
- Outstanding written and verbal communication skills.
- Proficiency in customer service software and ticketing systems.
- Demonstrated ability to manage multiple projects and prioritize effectively.
- A passion for creating positive and memorable customer interactions.
This advertiser has chosen not to accept applicants from your region.
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Lead Customer Experience Strategist
Posted 15 days ago
Job Viewed
Job Description
Our client is looking for a strategic and empathetic Lead Customer Experience Strategist to enhance customer interactions and support services. This role is a hybrid position, requiring a blend of remote work and in-office presence in **Machakos, Machakos, KE**. The ideal candidate will have a deep understanding of customer service principles, CRM systems, and customer journey mapping. You will be responsible for designing and implementing innovative customer support strategies that align with our client's brand values and business objectives. This includes developing training materials for support teams, analyzing customer feedback to identify trends and areas for improvement, and collaborating with product and marketing teams to ensure a seamless customer experience across all touchpoints. Key responsibilities involve overseeing the daily operations of the customer service department, managing a team of support agents, and ensuring adherence to service level agreements (SLAs). You will also be instrumental in selecting and implementing new customer support technologies and tools. The role requires a proactive approach to problem-solving, excellent communication skills, and the ability to motivate and guide a team. A strong analytical mindset is needed to interpret customer data and translate insights into actionable strategies. You will champion the voice of the customer within the organization, advocating for changes that improve satisfaction and loyalty. Experience in managing customer support operations, preferably in a fast-paced environment, is essential. A bachelor's degree in business, communications, or a related field is preferred. This role is crucial in shaping how our client connects with its customers, ensuring a consistently positive and supportive experience. The successful candidate will be passionate about customer advocacy and possess the leadership skills to drive excellence in customer service delivery. The ability to balance strategic planning with operational execution is key to success in this hybrid role.
This advertiser has chosen not to accept applicants from your region.
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Lead Customer Experience Strategist
Posted 12 days ago
Job Viewed
Job Description
Our client, a renowned service provider, is seeking a highly innovative and customer-focused Lead Customer Experience Strategist to join our fully remote team. This role is perfect for a visionary leader passionate about enhancing customer journeys and driving satisfaction through exceptional service. You will be responsible for defining and executing strategies that elevate the customer experience across all touchpoints. The ideal candidate will possess a deep understanding of customer behavior, service design principles, and data-driven insights. Responsibilities include analyzing customer feedback, identifying areas for improvement, developing innovative service solutions, and collaborating with marketing, sales, and support teams to implement initiatives. You will lead a team of CX professionals, mentor them, and foster a customer-centric culture throughout the organization. Key tasks involve mapping customer journeys, defining service standards, overseeing the implementation of CX tools, and measuring the impact of strategies through relevant metrics. This position requires a Bachelor's degree in Business, Marketing, Psychology, or a related field. A Master's degree and extensive experience in customer experience management, service design, or a related field (minimum of 7 years) are essential. Exceptional leadership, strategic thinking, and communication skills are critical for success in this remote role. This opportunity is based in **Naivasha, Nakuru, KE**, but is a fully remote position, offering the ultimate flexibility in where you work. We are looking for a proactive and analytical individual dedicated to creating seamless and memorable customer interactions. Your contributions will directly impact customer loyalty and business growth. The ability to lead a remote team, inspire change, and drive continuous improvement in customer service is paramount. Join us and redefine what exceptional customer experience looks like.
This advertiser has chosen not to accept applicants from your region.
2
Lead Customer Experience Strategist
Posted 12 days ago
Job Viewed
Job Description
Our client, a forward-thinking technology company, is seeking a visionary Lead Customer Experience Strategist to design and implement exceptional customer journeys from a fully remote position. This critical role will shape how customers interact with our client's products and services, ensuring unparalleled satisfaction and loyalty. You will be responsible for mapping customer touchpoints, identifying pain points, and developing data-driven strategies to enhance every aspect of the customer lifecycle. The ideal candidate is a master of customer-centric design, possesses strong analytical skills, and excels at cross-functional collaboration to deliver seamless and positive experiences.
Responsibilities:
Responsibilities:
- Develop and execute a comprehensive customer experience (CX) strategy aligned with business objectives.
- Map current and future-state customer journeys, identifying key touchpoints and opportunities for improvement.
- Analyze customer feedback, data, and behavior to uncover insights and trends related to CX.
- Design and implement initiatives to enhance customer satisfaction, loyalty, and retention across all channels.
- Collaborate with product, marketing, sales, and support teams to ensure a consistent and integrated customer experience.
- Develop and champion customer-centric principles and best practices throughout the organization.
- Establish key performance indicators (KPIs) for CX and regularly report on progress to senior leadership.
- Oversee the implementation of CX tools and technologies to support strategic initiatives.
- Conduct user research, A/B testing, and other methods to validate and optimize CX improvements.
- Stay abreast of the latest trends and innovations in customer experience management.
- Bachelor's degree in Marketing, Business, Psychology, Human-Computer Interaction, or a related field; Master's degree preferred.
- Minimum of 6 years of experience in customer experience, customer journey mapping, UX design, or related roles.
- Proven track record of developing and implementing successful CX strategies that drive measurable business results.
- Strong understanding of customer research methodologies, data analysis, and CX metrics.
- Excellent ability to translate customer insights into actionable strategies and initiatives.
- Exceptional communication, presentation, and stakeholder management skills.
- Experience working with cross-functional teams in a remote environment.
- Proficiency in CX software, CRM systems, and analytics platforms.
- A deep passion for understanding and improving the customer perspective.
This advertiser has chosen not to accept applicants from your region.
3
Lead Customer Experience Strategist
Posted 11 days ago
Job Viewed
Job Description
Our client is seeking a visionary Lead Customer Experience Strategist to design and implement exceptional customer journeys for their online retail operations. This role is entirely remote, offering a flexible work environment for a talented individual passionate about driving customer loyalty and satisfaction through innovative strategies. The successful candidate will be responsible for analyzing customer feedback, identifying pain points, and developing actionable plans to enhance every touchpoint of the customer interaction lifecycle. You will leverage data analytics and customer insights to create personalized and engaging experiences that foster repeat business and positive word-of-mouth referrals.
Key responsibilities include:
Key responsibilities include:
- Developing and executing a comprehensive customer experience strategy aligned with business objectives.
- Conducting in-depth analysis of customer behavior, feedback, and market trends to identify opportunities for improvement.
- Designing and mapping customer journeys across all digital and offline channels.
- Collaborating with cross-functional teams (marketing, sales, product, support) to ensure consistent and seamless customer experiences.
- Implementing and managing customer feedback mechanisms, such as surveys, reviews, and social listening tools.
- Developing and championing customer-centric initiatives and best practices within the organization.
- Measuring and reporting on key CX metrics (NPS, CSAT, CES) and their impact on business outcomes.
- Identifying and evaluating new technologies and tools to enhance customer engagement and service.
- Creating compelling content and communications to guide and delight customers.
- Training and empowering customer-facing teams to deliver exceptional service.
- Advocating for the customer throughout the organization to drive a customer-first culture.
This advertiser has chosen not to accept applicants from your region.
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