**Job Title: Customer Experience Specialist** **Location:** Pearson Manila **Office Address:** 7th Floor, North Tower, Rockwell Business Center, Sheridan corner United Streets, Mandaluyong City **Work Setup:** Office-based with an option to move to hybrid working (2 days per week) upon successful completion of training and probation, and demonstration of the ability to manage responsibilities independently. **Schedule:** 8:00am – 5:00pm UK time _Please note: Actual schedule may vary depending on business needs._ **About the Role** We’d like to hear from you if you have a passion for operational excellence, business continuity, and delivering exceptional customer experiences. As a **Customer Experience Specialist** , you will play a key role in ensuring operational alignment, resilience, and compliance across customer experience operations. You’ll support the development and execution of business continuity plans, manage escalation processes, and identify opportunities for process innovation that enhance efficiency and service quality. This role requires strong collaboration with multiple teams to maintain operational stability, mitigate risks, and drive continuous improvement initiatives that strengthen the overall customer experience. **Key Responsibilities** Support the development, implementation, and maintenance of business continuity plans and processes. Monitor and manage escalation workflows to ensure timely resolution and compliance with standards. Identify and recommend process improvements to enhance operational efficiency and resilience. Collaborate with cross-functional teams to align processes and ensure seamless service delivery. Assist in risk assessments and readiness planning for critical business operations. Prepare and maintain documentation related to continuity, compliance, and escalation processes. Track and report on key operational metrics and provide insights for decision-making. Contribute to continuous improvement initiatives across customer experience operations. **Experience & Skills** Experience in business continuity, operations support, or process improvement roles. Strong organizational and problem-solving skills with attention to detail. Ability to analyze processes and identify opportunities for optimization. Excellent communication and collaboration skills. Proficiency in MS Office tools (Word, Excel, PowerPoint); familiarity with workflow or risk management tools is a plus. Ability to work independently and manage multiple priorities in a fast-paced environment. Adaptability to evolving business needs and priorities. **Additional Information** **Line of Business Movement:** Employees may be reassigned to different LOBs depending on operational needs. **Probation Period:** Hybrid working is available only after a minimum 3-month probation period, subject to manager approval. **Team Calibration:** Office-based calibration is essential to foster collaboration, knowledge sharing, and team cohesion. **Your Rewards & Benefits** **Day 1 Health Care Coverage** with up to 2 dependents **Competitive Retirement Plan** – Pearson doubles your contribution **Volunteering Days and Employee Wellbeing Assistance** **Annual Pay Increase and Performance Bonus** **Who we are:** At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson. Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com. **Job:** Customer Success **Job Family:** GO\_TO\_MARKET **Organization:** Assessment & Qualifications **Schedule:** FULL\_TIME **Workplace Type:** On-site **Req ID:** 21036 \#LI-REMOTE