Customer Experience Specialist



Summary


Join our Customer Experience team and transform how we serve our customers by uncovering insights and driving meaningful improvements across the organization. You'll partner with cross-functional teams globally to identify customer pain points, develop strategic solutions, and measure impact through data-driven analysis—directly influencing our business outcomes and customer satisfaction.



A Day in the Life


As a Customer Experience Specialist, you'll spend your time diving deep into customer feedback and journey data to uncover opportunities for improvement. You might start your morning analyzing customer escalations and identifying patterns, then collaborate with channel leads and business teams to understand the root causes behind these issues. Throughout the day, you'll work across multiple projects—perhaps developing a dashboard to track customer satisfaction metrics while simultaneously preparing recommendations for senior leadership on how to streamline a problematic process. You'll also build relationships with colleagues in quality, training, and customer service to ensure everyone understands how their work impacts the overall customer experience. Your role balances independent analysis with collaborative problem-solving, requiring you to communicate findings clearly to stakeholders at all levels.



About the Team


We are a global team dedicated to understanding and enhancing every interaction our customers have with us. Our mission is to identify obstacles in the customer journey and systematically remove them, creating seamless experiences that build trust and loyalty. We work across time zones and departments—from business leads to service teams—to ensure customer insights inform our strategic decisions. You'll join a collaborative environment where your contributions directly shape how we prioritize improvements and allocate resources. We're looking for someone who shares our commitment to putting customers at the center of everything we do and who thrives in a dynamic, matrixed organization where multiple perspectives strengthen our solutions.



Key Job Responsibilities


Design and analyze customer feedback programs to evaluate customer experience, identify trends, and surface actionable insights that inform business decisions

Develop comprehensive understanding of customer needs by studying escalations, conducting research, and performing direct observation to uncover pain points and root causes

Define and drive improvement initiatives by creating roadmaps, managing cross-functional projects, and tracking progress against key metrics to enhance customer satisfaction

Partner across business functions to resolve upstream issues impacting customer experience, working with channel leads, business teams, and service functions to implement solutions

Create reporting tools and documentation such as dashboards, status reports, and analysis write-ups to communicate progress, insights, and recommendations to stakeholders and senior leadership




Basic Qualifications


Bachelor's degree in a Business or Engineering field

Experience in account-based marketing, customer success, relationship management, or related customer-focused functions

Experience with program management, customer research, analytics, or customer experience strategy

Demonstrated ability to manage cross-functional projects, identify dependencies and bottlenecks, and escalate issues appropriately

Ability to organize and complete multiple projects with minimal guidance while meeting tight deadlines




Preferred Qualifications


Master's degree or MBA in a relevant field

Experience in business-to-business (B2B) environments or order-to-cash processes

Background working in fast-paced, highly cross-functional organizations

Strong verbal and written communication skills with experience engaging and influencing senior leaders

Demonstrated ability to negotiate, find creative solutions within constraints, and manage budgets effectively

Comfort working in ambiguous environments and adapting to shifting priorities

Strong attention to detail and skill in managing competing priorities simultaneously

Experience collaborating effectively in team-based environments

Availability to work across EMEA time zones and flexibility regarding work location in Hyderabad