Regional Customer Experience & Journey Specialist

Position Overview

We are looking for a Customer Experience & Customer Journeys Optimization Specialist to enhance customer interactions and optimize the end-to-end journey. This role focuses on analyzing customer behavior, identifying pain points, and implementing improvements to drive satisfaction, retention, and loyalty. The ideal candidate will work cross-functionally to refine processes, introduce automation, and ensure a seamless, data-driven customer experience.

The position might be able to apply for work-from-home(WFH) policy and is subject to change by following global policy and by evaluating individual situation.

Job Responsibilities

• Customer Experience Management: Understand each country's market by understanding customer interactions across multiple touchpoints and implement strategies to enhance the overall customer journey. Work closely with customer support, marketing, and product teams to enhance engagement and satisfaction
• Customer Journey Optimization: Map and analyze end-to-end customer journeys to identify friction points and improvement opportunities. Design and implement journey enhancements, leveraging automation, personalization, and self-service tools. Collaborate with UX/UI teams to optimize online and offline experiences and ensure a seamless customer flow. Use data-driven insights to recommend process improvements and increase customer retention
• Performance Tracking & Reporting: Develop KPIs to measure customer satisfaction, engagement, and loyalty(e.g., NPS, CSAT, CES). Monitor and report on customer experience trends and journey optimization results. Present findings and recommendations to leadership for strategic decision-making

Qualifications and background

• Bachelor's or master's degree in Business, Marketing, UX, Data Analytics, or a related field
• Strong analytical skills with experience in customer data analysis. Excellent problem-solving and strategic thinking abilities
• At least 5 years in customer experience, customer journey mapping, or a similar role
• Proficiency in journey mapping tools(e.g., Lucidchart, Miro, Smaply) and customer experience platforms
• Familiarity with automation and personalization technologies(e.g., chatbots, AI-driven customer support)
• Background in e-commerce or D2C
• Start-up experiences are welcome

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