Customer Experience Specialist

Job Summary

A company is looking for a Customer Experience Specialist to enhance customer engagement and satisfaction.

Key Responsibilities

• Analyze voice of customer feedback to monitor customer health and identify areas for improvement
• Develop and maintain customer personas and journey maps
• Lead initiatives to improve the customer portal based on key insights

Required Qualifications

• 2+ years in a customer experience or insights role
• Experience with NPS, CSAT, CES, and web analytics tools
• Bachelor's degree in Business, Math, Information Management, or Data Analytics preferred
• Familiarity with platforms like InMoment, Maritz, or Google Analytics
• Insurance industry experience is a plus