Remote Senior CX Strategy & Experience Leader

Placements24; Queenstown; Hybrid; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Fully remote work arrangement

Professional development opportunities

Generous paid time off and holidays

Comprehensive health, dental, and–vis)

Job summary

Placements24 partners with a forward-thinking digital services company to recruit a Senior Customer Experience Specialist for a fully remote role. You will analyze journeys, map touchpoints, and design service improvements that enhance satisfaction across digital platforms.

We seek a data-driven professional with 5+ years in CX or service management, strong UX understanding, and excellent communication. You will mentor teammates and collaborate with product, marketing, and sales to champion a

Qualifications

• Bachelor's degree in Marketing, Psychology, Business, or 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.

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.

Skills

Data analysis

UX principles

Customer journey mapping

Leadership

Communication

Autonomous remote work

Stakeholder collaboration

Education

Bachelor's degree in Marketing/ Psychology/ Business

Tools

CRM systems

Analytics tools

Customer feedback platforms

Job description

Placements24 partners with a forward-thinking digital services company to recruit a Senior Customer Experience Specialist for a fully remote role. You will analyze journeys, map touchpoints, and design service improvements that enhance satisfaction across digital platforms.

We seek a data-driven professional with 5+ years in CX or service management, strong UX understanding, and excellent communication. You will mentor teammates and collaborate with product, marketing, and sales to champion a