Senior Customer Experience Specialist - Queenstown

Placements24; O Mente; Remote; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Generous PTO

Professional development

Job summary

Placements24 is seeking a Senior Customer Experience Specialist to oversee optimization of customer journeys and service design in a fully remote role. You will analyze interactions, identify pain points, and drive data-driven improvements to satisfaction and loyalty across digital platforms.

The role requires at least 5 years in CX or customer service management, strong UX knowledge, and proficient storytelling and collaboration with cross-functional teams.

Qualifications

• Bachelor's degree in Marketing, Psychology, Business, or related field.
• Minimum of 5 years in Customer Experience or related role.
• Ability to analyze complex data and translate insights.
• Strong understanding of UX principles and journey mapping.
• Excellent written and verbal communication with presentation skills.
• Experience with CRM systems and analytics platforms.
• Ability to work autonomously in a remote setting.
• Demonstrated leadership and mentoring experience.

Responsibilities

• Analyze feedback, behavior, and journey data to identify improvements.
• Develop strategies to enhance customer satisfaction and loyalty.
• Design and optimize customer support processes and workflows.
• Collaborate with product, marketing, and sales for consistent CX.
• Create customer journey maps and service blueprints.
• Mentor junior CX team members.
• Develop customer-facing documentation and self-service resources.
• Monitor CX metrics and report on performance.
• Champion customer-centric initiatives across the organization.
• Identify and implement best practices in CX management.

Skills

Customer Experience

Data Analysis

UX Principles

Journey Mapping

Service Design

Leadership

CRM Systems

Analytics Tools

Communication

Remote Collaboration

Education

Bachelor's degree

Tools

CRM Software

Analytics Tools

Job description

About the Role Our client, a forward-thinking digital services company, is seeking a highly skilled and strategic Senior Customer Experience Specialist to join their team. This fully remote position is designed for a motivated professional who is passionate about enhancing customer journeys and driving satisfaction through exceptional service design. You will play a key role in analyzing customer interactions, identifying pain points, and implementing innovative solutions to improve overall experience. The ideal candidate possesses extensive experience in customer support, a strong understanding of user experience principles, and excellent analytical and communication skills. As a remote-first role, you will collaborate with a distributed team, utilizing various digital tools to achieve shared objectives. We are committed to fostering a flexible and productive work environment where your expertise in customer experience can thrive. This is a significant opportunity to make a tangible impact on customer loyalty and brand perception for a company that values data-driven insights and continuous improvement in all aspects of client engagement. Your contributions will be vital in shaping a superior and seamless experience for all users across our client's digital platforms.

Key Responsibilities

• Analyze customer feedback, behavior, and journey data to identify areas for improvement.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Design and optimize customer support processes and workflows.
• Collaborate with product, marketing, and sales teams to ensure a consistent customer experience.
• Create compelling customer journey maps and service blueprints.
• Manage and mentor junior customer experience team members.
• Develop and maintain customer-facing documentation and self-service resources.
• Monitor key customer experience metrics and report on performance.
• Champion customer-centric initiatives throughout the organization.
• Identify and implement best practices in customer service and experience management.

Requirements

• Bachelor's degree in Marketing, Psychology, Business, or a related field.
• Minimum of 5 years of experience in Customer Experience, Customer Service Management, or a similar role.
• Proven ability to analyze complex data and translate insights into actionable strategies.
• Strong understanding of UX principles, customer journey mapping, and service design.
• Excellent written and verbal communication skills, with strong presentation abilities.
• Experience with CRM systems, analytics tools, and customer feedback platforms.
• Ability to work autonomously and manage multiple projects in an remote setting.
• Demonstrated leadership skills and experience mentoring teams.
• A proactive approach to problem-solving and a passion for customer advocacy.
• Must have a reliable internet connection and a suitable remote workspace.

Benefits

• Competitive annual salary.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holiday leave.
• Opportunities for professional development, conferences, and training.
• Fully remote work arrangement promoting excellent work-life balance.
• Access to advanced digital collaboration tools.
• A dynamic and innovative company culture.