Customer Experience Specialist - Liability Products and Payments

CX Team Member - Liability Products and Payments-Product

Key Responsibilities:

• Drive customer journey, identifying friction points and opportunities for improvement.
• Analyze customer feedback (NPS, CSAT, Complaint, Surveys, support tickets) and generate actionable insights.
• Work cross-functionally with product, process, marketing, sales, and support teams to deliver a cohesive experience.
• Design and implement customer experience initiatives, programs, and communication strategies.
• Monitor key CX metrics and report on performance regularly.
• Champion a customer-first mind set across the organization.
• Stay updated with CX trends, tools, and technologies.

Requirements:

• Bachelor’s degree in Business, Marketing, Communication, or related field.
• 4 – 5 years of experience in a CX, customer service, or user experience role.
• Strong communication and interpersonal skills.
• Experience with CX tools (e.g., Salesforce, Qualtrics, etc) is a plus.
• Analytical mind set with experience in customer journey mapping and data interpretation.
• Empathy, problem-solving ability, and a drive for continuous improvement.

 

Experience Level

Mid Level