Senior Customer Experience Specialist - Remote

Placements24; United States; Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive salary with annual bonuses

Fully remote

Health, dental, and vision insurance

Professional growth opportunities

Generous PTO

401(k) retirement plan

Home office stipend

Job summary

Placements24 is partnering with a pioneering e-commerce platform to hire a Senior Customer Experience Specialist for a fully remote role. You will shape the end-to-end customer journey, analyze behavior and friction points, and implement data-driven improvements across digital and offline touchpoints.

In this remote-first environment you will lead CX initiatives, collaborate with Marketing, Product, Operations, and Support, mentor team members, and establish KPIs to boost customer satisfaction,

Qualifications

• 5+ years in customer experience or related field in e-commerce or digital services.
• Proven track record leading CX initiatives with measurable results.
• Strong data-driven approach and ability to translate insights into actions.
• Excellent communication and stakeholder management skills.
• Experience with remote teams and autonomous project leadership.

Responsibilities

• Develop and execute strategies to enhance end-to-end customer experience across digital and offline channels.
• Analyze feedback, journey data, and metrics to identify improvements.
• Design and pilot CX initiatives and best practices to elevate service standards.
• Collaborate with Marketing, Product, Operations, and Support to ensure cohesive CX.
• Create and maintain customer journey maps, personas, and service blueprints.
• Lead Voice of the Customer programs and translate insights into recommendations.
• Mentor junior CX team members and stay updated on industry trends.
• Define and track KPIs related to satisfaction, loyalty, and retention.

Skills

Customer journey mapping

Data analysis

CX strategy development

UX principles

Stakeholder management

Remote work leadership

Education

Bachelor's degree in Marketing, Business, Psychology, or related field

Master's degree is a plus

Tools

CRM systems

Survey tools

CX platforms

Job description

About the Role

Our client, a pioneering e-commerce platform, is seeking a highly experienced and strategic Senior Customer Experience Specialist to join their dynamic, fully remote team. This pivotal role will be instrumental in shaping and enhancing the overall customer journey across all touchpoints. You will leverage your expertise to analyze customer behavior, identify friction points, and implement innovative solutions to elevate customer satisfaction and loyalty. As a remote-first organization, we are committed to providing our employees with a flexible and productive work environment, regardless of their location. This is an exceptional opportunity for a seasoned professional to make a significant impact on our client's brand perception and drive continuous improvement in customer interactions. The ideal candidate will possess a data-driven approach, a passion for understanding customer needs, and a proven track record of leading customer experience initiatives.

Key Responsibilities

• Develop and execute strategies to enhance the end-to-end customer experience across digital and offline channels.
• Analyze customer feedback, journey data, and operational metrics to identify key areas for improvement.
• Design and implement CX initiatives, pilot programs, and best practices to elevate service standards.
• Collaborate with cross-functional teams (Marketing, Product, Operations, Support) to ensure a cohesive customer experience.
• Create and maintain customer journey maps, personas, and service blueprints.
• Lead voice of the customer (VoC) programs and translate insights into actionable recommendations.
• Mentor and guide junior members of the customer experience team.
• Stay abreast of industry trends and emerging technologies in customer experience management.
• Define and track key performance indicators (KPIs) related to customer satisfaction, loyalty, and retention.
• Champion a customer-centric culture throughout the organization.

Requirements

• Extensive experience (5+ years) in customer experience, customer journey mapping, or a related field, preferably within e-commerce or digital services.
• Proven ability to lead and implement strategic CX initiatives with measurable results.
• Strong analytical skills with proficiency in data analysis tools and methodologies.
• Excellent understanding of customer journey design principles and UX best practices.
• Exceptional communication, presentation, and stakeholder management skills.
• Experience with CX platforms, survey tools, and CRM systems is essential.
• Demonstrated ability to work autonomously and lead projects effectively in a fully remote setting.
• Bachelor's degree in Marketing, Business, Psychology, or a related field; Master's degree is a plus.
• Proven ability to influence and collaborate with senior leadership.

Benefits

• Our client offers a highly competitive salary with potential for annual bonuses based on individual and company performance.
• As a fully remote position, you will enjoy unparalleled flexibility and work-life balance.
• Comprehensive health, dental, and vision insurance plans are provided.
• Opportunities for professional growth through continuous learning, workshops, and conference attendance are encouraged.
• Our client also offers a generous paid time off policy and contributes to employee retirement savings plans.
• A dedicated home office stipend may also be available to ensure a productive remote work setup.
• Join a company that truly values its employees and their contributions.