Customer Experience Specialist

confidential; Sharjah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in customer experience solutions is looking for a Customer Experience Specialist to enhance customer satisfaction and loyalty. The role involves mapping customer journeys, managing feedback programs, and driving advocacy initiatives. Ideal candidates should have a Bachelor's degree and 3–6 years of experience in customer experience. Strong analytical skills and collaboration in cross-functional teams are essential. This position offers an opportunity to implement actionable improvements and play a pivotal role in shaping the customer experience.

Qualifications

• 3–6 years of experience in customer experience or related role.
• Hands-on experience with customer journey mapping and survey tools.
• Strong ability to translate data into actionable insights.

Responsibilities

• Champion a customer-first culture across the organization.
• Map and optimize customer journeys to identify improvement opportunities.
• Manage customer experience survey programs and feedback collection.
• Oversee customer advocacy initiatives to strengthen credibility.
• Collaborate with teams to implement CX improvements.

Skills

Customer journey mapping

Analytical skills

Customer experience management

Education

Bachelor’s degree in Business Administration, Marketing or related field

Tools

Survey tools

Feedback management systems

Job description

Job Purpose

The Customer Experience (CX) Specialist will play a key role in embedding a customer-first culture across the organization by designing, managing, and continuously improving customer experience initiatives. This role is responsible for mapping customer journeys, managing feedback programs, driving customer advocacy, and translating CX insights into actionable improvements that enhance satisfaction, loyalty, and business performance.

Key Responsibilities

• Champion a customer-first culture and ensure customer experience best practices are embedded across departments and processes.
• Map, analyze, and optimize end-to-end customer journeys to identify key touchpoints, pain points, and improvement opportunities.
• Manage and track customer experience survey programs, including feedback collection, analysis, and closed-loop follow-up actions.
• Oversee customer advocacy initiatives such as testimonials, case studies, reviews, and referral programs to strengthen brand credibility and trust.
• Promote CX culture through structured training programs, internal communications, and advocacy initiatives.
• Analyze customer experience insights, metrics, and trends, and deliver clear, actionable recommendations to enhance the overall customer experience.
• Collaborate with cross-functional teams to implement CX improvements and monitor their impact.
• Track key CX metrics (e.g., NPS, CSAT, CES) and prepare regular performance reports for management.

Qualifications & Experiences

• Bachelor’s degree in Business Administration, Marketing, Customer Experience, or a related field.
• 3–6 years of experience in customer experience, customer insights, service design, or a related role.
• Hands‑on experience with customer journey mapping, survey tools, and feedback management systems.
• Strong analytical skills with the ability to translate data into practical business insights.
• Experience working in cross‑functional environments and driving change initiatives.