اکالا(توسعه تجارت الکترونیک کوروش) | Okala

کامپیوتر، فناوری اطلاعات و اینترنت ۲۰۱ تا ۵۰۰ نفر okala.com

فرصت‌های شغلی ۳۴

استخدام Senior CX Specialist

دسته‌بندی شغلی

پشتیبانی و امور مشتریان
موقعیت مکانی

تهران ، تهران
نوع همکاری

تمام وقت
حداقل سابقه کار

سه تا شش سال
حقوق

توافقی

شرح موقعیت شغلی

At Okala, we’re looking for a Senior CX Specialist / CX Team Lead to own and improve the customer experience across selected service lines and journeys.

In this role, you will deeply understand how customers experience your area, identify the most important problems and opportunities, and work closely with Product, Operations, Commercial, Support, and other teams to turn insights into measurable improvements.

You will be expected to go beyond identifying issues , own the problem, drive the action, and follow through on the impact.

What You’ll Be Doing

Own the end-to-end customer experience for assigned service lines and key journeys.
Identify and prioritize pain points, friction points, and experience gaps using customer feedback, research, behavioral data, and operational signals.
Track relevant CX and journey-level metrics, identify root causes, and drive improvement actions with responsible teams.
Design and improve Customer Journeys, Service Blueprints, touchpoints, and customer-facing processes where needed.
Turn customer insights into clear problems, priorities, and recommendations, balancing customer value, business impact, and feasibility.
Work closely with Product, Operations, Commercial, Support, and other teams to drive CX initiatives from problem identification to implementation and impact measurement.
Bring the customer perspective into service-line decisions, challenge assumptions when needed, and provide clear updates and recommendations to CX leadership and stakeholders.

What You Bring

Strong customer and business thinking, with the ability to understand an experience end to end.
Hands-on experience in CX, Customer Research, Service Design, Product, Operations, or related areas.
Strong knowledge of Customer Journey Mapping, Service Blueprinting, VoC, and process improvement.
Strong analytical and problem-solving skills, with the ability to combine qualitative and quantitative data and identify root causes.
Practical experience with CX metrics such as NPS, CSAT, retention, complaints, repeat behavior, and journey indicators.
Strong cross-functional collaboration and stakeholder management skills, with the ability to drive action without direct authority.
High ownership, clear communication, and the ability to move comfortably between customer insight, business context, and execution.

Recommended Qualifications

4+ years of relevant experience in Customer Experience, Customer Research, Service Design, Product, Operations, or related roles.
Experience in technology, e-commerce, marketplace, retail, or businesses with complex customer journeys.
Experience working with both qualitative research and quantitative data.
Familiarity with BI, dashboards, data visualization, and analytical tools.
Experience leading or coordinating cross-functional improvement initiatives.

What Success Looks Like

Success means having a clear understanding of the customer experience within your service lines, identifying the problems that matter most, and turning them into visible improvements.

You should be able to show what changed in the customer experience, why it changed, and what impact it created for both the customer and the business.

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معرفی شرکت

اکالا به عنوان یکی از بزرگترین شرکت‌های فروش آنلاین کالاهای تند مصرف در کشور، از ۱۳۹۶ فعالیتش را شروع کرد. از همان ابتدا هدف اکالا تسریع و تسهیل فروش آنلاین برای قشرهای مختلف هموطنان بوده و امروز موفق شده‌ایم نه تنها حیطه فعالیت ما در تمام سطح کل کشور گسترده کنیم بلکه با ارائه قیمت‌های مناسب و رقابتی، حجم بزرگی از کاربران را جذب نماییم.