Customer Experience Officer
World · B2BROKER
Responsibilities
- Design, implement, and manage comprehensive, end-to-end customer journeys, ensuring seamless user experiences
- Coordinate cross-functional teams, facilitating clear communication and alignment across compliance, legal, finance, sales, and customer support teams
- Regularly audit and assess customer-facing platforms, proactively identifying and resolving issues affecting user experience
- Develop customer feedback loops and analytics-driven insights to continually refine strategies and product offerings
- Act as an internal advocate for customers, influencing strategic decision-making and fostering a client-centric organizational culture
- Monitor and report customer satisfaction scores (CSAT), net promoter scores (NPS), and other relevant metrics
- Coordination with IT teams in terms of UI/UX and other features requested by clients
Requirements
- Extensive experience in customer journey design and optimization within SaaS, digital entertainment, fintech, or high-growth retail platforms (Netflix, Spotify, Revolut, Robinhood, Stripe, Salesforce)
- Proven track record in customer advocacy, coordinating complex, multi-department initiatives
- Demonstrated expertise in Salesforce and customer analytics
- English native
Conditions
- Reliability: official employment from the first day, bonuses, annual employee review (salary review or bonus, feedback on work results)
- Stability: our clients are in different countries, therefore we are ready for any changes in work of any country
- Development: a lot of projects and products, which means increasing expertise in working with different technologies, or even switching to completely new ones for you within the company
- Active corporate life: we participate in thematic conferences and forums in our cool sphere of business, corporate parties in the best restaurants of the city with participation of stars, etc
- Comfort: Offices are in different countries. You can work from anywhere in the world
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