Lead Customer Experience

Full-time Human Resources

Job Description

We are looking for a leadership-oriented and self-motivated Lead‑Customer Experience/Quality Analyst to join our team.

Role Overview

• The Customer Experience Analyst is responsible to complete the Customer Experience (CX) observations required using the form that was designed for the program.
• Champions Customer Experience initiatives and actions for assigned teams to ensure continuous improvement.
• Deliver team‑level analysis to assigned team/s and identify opportunities to improve Customer Experience performance (CSAT, Issue Resolution, ASAT).
• Drive better quality of customer interactions and processes that will lead to customer satisfaction through proper identification of defects and root causes.

Roles and Responsibilities

A. CE Team Delivery

1. Improve team performance on Customer Experience metrics (CSAT, Issue Resolution, ASAT) through CE observations a...