Customer Experience Specialist - Mobile App

Char-Broil; Scottsdale (AZ); On-site; USD 52,000 - 72,000; Full time

Job summary

W.C. Bradley Co. is seeking a Customer Experience Specialist to champion the voice of the customer across product, engineering, quality, supply chain, sales, and marketing. You will analyze feedback, identify trends, and drive improvements while supporting digital experiences across mobile apps and connected products.

The role emphasizes collaboration, data-driven decision making, and continuous improvement to enhance products, services, and overall customer satisfaction.

Qualifications

• Bachelor's degree preferred or equivalent experience.
• 2-5 years of experience in Customer Experience, Customer Support, Product Support, Operations, Analytics, or related field.
• Excellent communication skills.
• Strong analytical and problem-solving abilities.
• Customer-first mindset.
• Ability to influence without direct authority.
• Strong organizational skills.
• Experience working cross-functionally.

Responsibilities

• Represent the voice of the customer in business decisions.
• Identify recurring customer pain points.
• Recommend process and product improvements.
• Build positive customer relationships.
• Escalate systemic issues to appropriate stakeholders.
• Analyze trends and recommend corrective actions.
• Participate in root cause investigations.
• Support cross-functional improvement initiatives.
• Document best practices and standard operating procedures.
• Measure outcomes and recommend enhancements.
• App issue investigation and customer communications.
• Beta testing and app release validation.
• Engineering coordination for apps.

Skills

Excellent communication skills

Strong analytical problem-solving

Customer-first mindset

Influence without authority

Strong organizational skills

Cross-functional collaboration

Education

Bachelor's degree preferred or equivalent experience

Tools

CRM platforms (Salesforce, Zendesk)

BI tools (Power BI, Tableau)

Microsoft Office Suite

Job description

• Identify recurring customer pain points
• Sales

Thank you for your interest in joining W.C. Bradley Co.! We're excited you're here. Our application system is intuitive and easy to use, and we look forward to learning more about you as you complete your profile and submit your application. Good luck, and thank you again for applying!

Position Summary

The Customer Experience Specialist is responsible for delivering exceptional customer experiences by supporting one or more specialized areas within the Customer Experience organization. Specialists serve as customer advocates, using customer interactions, analytics, operational insights, and cross-functional collaboration to improve products, services, processes, and overall satisfaction.

Regardless of specialization, every Customer Experience Specialist is expected to represent the Voice of the Customer and contribute to continuous improvement across the business.

Core Responsibilities

Customer Advocacy

• Represent the voice of the customer in business decisions
• Identify recurring customer pain points
• Recommend process and product improvements
• Build positive customer relationships
• Escalate systemic issues to appropriate stakeholders

Continuous Improvement

• Analyze trends and recommend corrective actions
• Participate in root cause investigations
• Support cross-functional improvement initiatives
• Document best practices and standard operating procedures
• Measure outcomes and recommend enhancements

Cross-Functional Collaboration

Partner with:

• Product Management
• Engineering
• Quality
• Supply Chain
• Operations
• Sales
• Marketing
• Legal & Compliance
• Information Technology

Data & Reporting

• Maintain accurate documentation
• Monitor KPIs
• Identify trends
• Present findings to leadership
• Recommend action plans

Mobile App

Acts as the customer advocate for digital experiences across mobile applications and connected products.

Primary Responsibilities

• App issue investigation
• Customer feedback analysis
• Beta testing
• App release validation
• Engineering coordination
• Customer communications
• APP Proficiency in IOS and Android

Required Qualifications

• Bachelor's degree preferred or equivalent experience
• 2-5 years of experience in Customer Experience, Customer Support, Product Support, Operations, Analytics, or related field
• Excellent communication skills
• Strong analytical and problem-solving abilities
• Customer-first mindset
• Ability to influence without direct authority
• Strong organizational skills
• Experience working cross-functionally

Preferred Competencies

• Lean or Continuous Improvement experience
• CRM platforms (Salesforce, Zendesk, etc.)
• BI tools (Power BI, Tableau)
• Microsoft Office Suite
• Project management fundamentals
• Data analysis experience
• Presentation skills

For employment within the United States, the W.C. Bradley Co. uses E-Verify to confirm the employment eligibility of all newly hired team members. To learn more about E-Verify, including your rights and responsibilities, please visit the U.S. Citizen and Immigration Service at www.uscis.gov/e-verify.

The W.C. Bradley Co. is an Afficitive Action / Equal Employment Opportunity employer. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, or veteran status. We support and obey laws that prohibit discrimination where we do business.

Federal law requires the W.C. Bradley Co. to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. If you are interested in applying for employment with the W.C. Bradley Co. and require special assistance or accommodation to complete any part of the application and pre-employment process, please contact our Human Resources Office.