Hybrid Customer Experience Architect — Vereeniging

Placements24; Vereeniging; Hybrid; ZAR 320,000 - 480,000; Full time

Benefits offered by this job

Hybrid work model

Professional development

Bonuses

Employee assistance program

Job summary

Placements24 in Vereeniging, Gauteng, seeks a Customer Experience Specialist to elevate the customer journey. You will analyze feedback, map journeys, and collaborate across product, marketing, and sales to drive engagement and retention. A strong emphasis on data interpretation and stakeholder influence will be essential in shaping exceptional service.

You will train staff, advocate for customers, and monitor CX metrics while maintaining a hybrid work approach and alignment with company goals.

Qualifications

• Proven experience in customer experience, customer success, or a related field.
• Strong analytical and problem-solving skills with the ability to interpret data.
• Excellent communication and interpersonal skills, with the ability to influence stakeholders.
• Experience in customer journey mapping and service design.
• Proficiency in CRM systems and customer feedback tools.
• A customer-centric mindset and passion for creating positive experiences.
• Ability to work effectively both independently and as part of a hybrid team.

Responsibilities

• Analyze customer feedback and data to identify trends and areas for improvement in the customer experience.
• Develop and implement customer journey maps and service protocols.
• Collaborate with product, marketing, and sales teams to align customer experience initiatives.
• Design and execute strategies to enhance customer engagement and retention.
• Train customer-facing staff on best practices for delivering exceptional customer service.
• Act as a customer advocate within the organization, championing customer needs.
• Monitor key customer experience metrics (e.g., NPS, CSAT) and report on progress.
• Resolve complex customer issues that require cross-departmental coordination.
• Stay informed about industry best practices and emerging trends in customer experience.

Skills

Customer experience

Analytical skills

Communication

Stakeholder influence

Journey mapping

CRM systems

Customer feedback tools

Hybrid teamwork

Education

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

Tools

CRM systems

Customer feedback tools

Job description

Placements24 in Vereeniging, Gauteng, seeks a Customer Experience Specialist to elevate the customer journey. You will analyze feedback, map journeys, and collaborate across product, marketing, and sales to drive engagement and retention. A strong emphasis on data interpretation and stakeholder influence will be essential in shaping exceptional service.

You will train staff, advocate for customers, and monitor CX metrics while maintaining a hybrid work approach and alignment with company goals.