Expert Customer Experience

Job Description

Responsible for implementing, standardizing, and managing all customer feedback collection activities, measuring satisfaction levels (CSAT/NPS) at touchpoints; centralizing feedback data, monitoring operational effectiveness, and proposing service improvements based on data.

I. Details:

1. Customer Feedback Management

Support the implementation and standardization of customer feedback collection processes at touchpoints according to existing guidelines and SOPs.

Coordinate with operations teams...

Requirements

Bachelor’s degree in Business Administration, Marketing, Service Management, or related fields.

At least 8–10 years of experience in a similar position.

Strong understanding of customer journey, touchpoints, and satisfaction measurement methods (CSAT, NPS).

Experience in analyzing, collecting, centralizing, and consolidating data from multiple sources.

Data analysis & insight generation: ability to analyze feedback, identify trends, root causes,...