Customer Experience Specialist

We are looking for someone who is a thinker and a communicator.
Will be listening to, understanding, and deepening our customers engagement with our brand and products, providing analytical evidence of the strengths and weaknesses that can kick it up or drag it down. Practical experience is required for turning data into tangible action as well as a track record of delivering best in class customer experiences to drive and ensure retention. You have probably worked with a SaaS company before and have implemented and managed CX processes with glory. You work with other teams to have a positive impact on our customer experience and drive processes, improvements and CX operations. You take pride in your problem-solving skills, and you connect the dots between departments and creates a streamlined plan, then communicate that back to each team in such a way that information flows freely.

What you will do

The Customer Experience Specialist is responsible for assisting in the operational excellence of Customer Experience activities with a ‘can do attitude’ as well as a demonstrated ability to understand “cause and effect” and to drive continual improvement in a cross-functional team setting.

• CX Process & Protocol – Establishing CX processes throughout the business with a focus on delivering processes and activities with exceptional quality while maintaining a highly productive and scalable operation
• Develop our capability to gather data from all touchpoints across the full customer life cycle
• Work with CX colleagues to develop audience and segmentation strategies in order to impact our customer lifetime value
• Manage and conduct various research projects designed to help better understand customers’ behaviour and sentiment —and ultimately win over—the hearts and minds of members and customers
• Drive the customer centric culture by always putting the customer at the center
• Work with other teams to create customer experience excellence
• Review and implement customer data analytics and processes, communicating insights and actions across the teams and business
• Leverage existing and new technologies to create personal, relevant and engaging customer experiences.
• Analyze metrics to identify friction points in the customer experience and define action points to improve
• Identify where and how we can grow with promoters

Who you are

• Bachelor’s degree in related field
• 4+ years’ experience as a customer experience specialist
• SaaS as a business model is something you have worked with before and will apply knowledge with aa best practice approach
• Experienced in building CX roadmaps, playbooks, and data storytelling
• Demonstrated track record of successful results aligned to both strategic and tactical business needs.
• Produces high quality and effective deliverables in support of customer experience excellence and retention
• A self-starter who is chasing actual results and outcomes
• Flexible and able to handle ambiguity
• Ability to think through and define product ROI for customers
• Excellent communication skills and presentation abilities
• Working in a cross functional setting is where you know the magic happens

Why Avinode Group?

• We are revolutionizing an industry. We love being at the forefront of the market.
• You will be seen and be heard.
• You will be surrounded by Noders who love what they do in work and love what they do outside of work.

How to apply

Sounds like a fit for you?  Please send your application to our Senior HR Generalist Kim Ong at [email protected].