Senior Customer Experience Specialist - Remote

Placements24; Klerksdorp; Remote; ZAR 900,000 - 1,300,000; Full time

Job summary

Placements24 is seeking a Senior Customer Experience Specialist to shape the end-to-end customer journey for a pioneering e-commerce platform. This fully remote role focuses on analyzing behavior, identifying friction points, and implementing solutions to boost satisfaction and loyalty. You will lead VoC programs, collaborate with Marketing, Product, Operations and Support, mentor junior teammates, and define KPIs. A data-driven mindset and remote-working independence are essential.

Qualifications

• 5+ years of experience in customer experience or related field.
• Proven ability to lead CX initiatives with measurable results.
• Strong analytical skills with data analysis tools.
• Excellent understanding of customer journey design and UX principles.
• Experience with CX platforms, survey tools, and CRM systems.
• Ability to work autonomously in a fully remote setting.

Responsibilities

• Develop and execute end-to-end CX strategies across channels.
• Analyze feedback and journey data to identify improvements.
• Design CX initiatives, pilots, and best practices.
• Collaborate with Marketing, Product, Ops, and Support.
• Create and maintain journey maps and personas.
• Lead voice of the customer programs and translate insights.
• Mentor junior CX team members.
• Stay updated on CX trends and tech.
• Define and track KPIs for satisfaction, loyalty, retention.
• Champion a customer-centric culture.

Skills

Customer experience strategy

Journey mapping

Data analysis

Stakeholder management

UX principles

Education

Bachelor's degree

Master's degree (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.