UX/UI Specialist 과차장급 (7년~12년) > Order

• Responsibilities :
– Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements – from purchase to product return to customer support.
– Liaise with internal teams such as marketing, sales, digital product delivery, UX, CS, Physical Presence etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged
– Regular communication with internal stakeholders such as sales coordinators, customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experience
– Raising red flags wherever the business process – billing, installation or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company
– Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes
– Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered – help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters
– Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service app

• Qualifications :
– Over 5 years experiences in related field.
– Strong leadership skills that inspire collaboration, innovative thinking, and clear decisions.
– Experience from e-commerce / retail industry is preferred
– Excellent written and verbal communication skills.
– Able to identify opportunities and find solutions for continuous improvement.
– A positive communicator who understands when necessary how to have hard conversations.
– Experience working in a fast-paced environment.
– Hard working with a "no task is too small" attitude.
– Eager to learn and take on new and varied responsibilities.
– Strong in technology platforms: e-comm sites, Help desks and related apps.
– Can build robust CX processes and procedures.
– Extremely organized and detail-oriented
– Excellent multi-tasking skills