Customer Experience Senior Expert

About the role

The Customer Experience Senior Expert will support the implementation of CX frameworks across Specialized’s services, monitoring performance, analysing insights and coordinating improvement initiatives with Commercial and Technology teams.

Key responsibilities

• Support implementation of customer experience measurement frameworks and tools.
• Develop and monitor Customer Experience Index (CEI) metrics, targets and reporting dashboards.
• Analyse customer data, surveys and feedback to identify improvement opportunities.
• Design and improve customer journeys to ensure seamless interactions across service touchpoints.
• Establish and manage real‑time customer feedback mechanisms.
• Conduct root‑cause analysis of CX issues and coordinate corrective actions with Commercial and Technology stakeholders.
• Prepare periodic CX performance reports highlighting trends and insights.
• Collaborate with internal teams to translate insights into operational improvements.

Required profile

• Minimum 6 years of relevant experience in customer experience, service quality or related fields.
• Bachelor’s degree in Business Administration, Marketing or a related discipline.

Required skills