Customer Experience Specialist: Newark, NJ

This role is responsible for advocating and improving the customer experience. The Customer Experience (CX) Specialist role supports company's priority customer experience improvement initiatives, including touch point redesign and process improvement.

Responsibilities:

  • Work closely with the Voice of the Customer Team to become a subject matter expert on the CX Dashboards and metrics. Leverage insights from the dashboards to consult with business owners, disseminate results, and build action plans.
  • Assist with planning the bi-weekly agenda of the Council, including working with cross-functional partners to develop updates to the Council which is composed of leaders from across the company.
  • Work with cross-functional teams that include internal business owners and external agency partners to manage a portfolio of CX projects. Includes developing and managing detailed project plans, business cases, and budget.
  • Create journey maps and pain point analyses to identify improvement opportunities.
  • Support employee engagement initiatives, including employee training efforts.
  • Advocate for improving the customer experience within company.

Requirements:

  • Requires Bachelors degree from an accredited college or university in related field. Masters degree preferred.
  • Minimum 5-7 years of total experience in management consulting, consumer marketing or related field
  • Minimum 1-2 year of experience in a customer experience, market research or process improvement role
  • Strong communication skills, both oral and written
  • Strong analytical skills, including ability to analyze data, draw conclusions, and make recommendations
  • Advanced Microsoft Office skills (Word, Excel, PowerPoint)
  • Customer Focus: Keeps customers/members as a top priority when making all business decisions. Develops a strong understanding of customer insights and advocates for solutions that improve the customer experience.
  • Analytical and Strategic Thinking: Applies strategic thinking skills by developing solutions that incorporate both business objectives and consumer insights. Analyzes data and develops actionable conclusions and recommendations. 
  • Ownership & Detail Orientation: Takes on ownership and accountability of deliverables and delivers high quality results by developing a deep understanding of insights and cross-functional requirements.
  • Cross-Functional Collaboration: Successfully drives results while operating in a matrix organizational structure and collaborating with multiple stakeholders. Successfully works with internal business owners and external agency partners. 
  • Project Management: Possesses outstanding and demonstrated project management skills, including managing timelines and deliverables.

 

Compensation:

Competitive salary range commensurate with education and experience.

Please apply directly to by sending your resume in Word format to Holly@dcmstaffing.com. Please list your subject line as: "Customer Experience Specialist Candidate: (Your Name)."

ALL INFORMATION PROVIDED IS CONFIDENTIAL.
THERE IS NO COST INVOLVED FOR ANY APPLICANT AS ALL FEES ARE CLIENT/COMPANY PAID.

button-submit-your-resume.png

backButton.png