Customer Experience Strategy Specialist

Customer Experience Strategy Specialist responsible for building a comprehensive customer experience strategy, leveraging expertise and best practices to create a framework and standards that lead to customer experiences that surpass expectations and drive loyalty and revenues.

Requirements

• Provide a comprehensive and authoritative view of the customer experience
• Define and deliver a roadmap that delivers a consistent 'target' customer experience across touchpoints and business processes
• Leverage end-to-end customer insight & analytics program
• Propose recommendations and improvement actions to improve business operations and user experience
• Lead implementation of key CX initiatives/solutions
• Work collaboratively across the organization to develop segment strategies
• Managing the execution of FWD CX strategic initiatives
• Ensure that the amount of effort spent by customers in their interactions with FWD and its partners is significantly and measurably reduced

Benefits

• Professional growth and development opportunities
• Collaborative and dynamic work environment
• Competitive compensation and benefits package