استخدام (Customer Experience Senior Specialist (Digikala Jet

شرح موقعیت شغلی

• To evaluate customer journey in different stages/touchpoints 
• to identify gaps in customer experience via using customer survey and behavior data. 
• To liaise with internal teams such as marketing, performance, product, IT and etc. 
• to ensure that gaps in the customer experience- irrespective of where they occur in the journey are known and tackled properly. 
• To design, execute and analyze customer insight surveys in order to come up with customers’ behavior drivers, their expectation and so on 
• to represent a deep understanding of customers to higher level management. 
• To research and discover best practices/benchmarks in customer experience, especially the ones related to Q-commerce to have them embedded in our product development plans. 
• To conduct experience test sessions on a regular basis to ensure about our products’ healthy function and consequently report the pitfalls of the product and processes.
•  To evaluate brand/communication plans impact on customers perception of our brand from CX point of view. 
• To continually review and evolve the collection of customer-related processes in the business and using those to track, oversee and organize every interaction in which customers are involved throughout the whole customer lifecycle. 
• To collect, analyze and visualize customers’ data in order to come up with pain-points, bottlenecks and pitfalls of their experience to have them used in improvement plans. 
• To communicate CX requirements with different stakeholders and ensure that those concerns are being considered.·     To conduct customer journey quality management audits and come up with quality improvement plans relying on customer data, surveys and expectations. 

مهارت‌های مورد نیاز

• فروش و بازاریابی
• اصول و فنون مذاکره
• Product Development

حداقل سابقه کار

• مهم نیست

جنسیت

• مهم نیست

وضعیت نظام وظیفه

• معافیت دائم پایان خدمت

مشاهده آگهی‌های استخدام مشابه