Customer Experience Specialist

The Company

Founded in 2009, Cubic Telecom has grown to become one of the leading providers of connectivity solutions and analytics services that help automotive, heavy machinery, and IoT device manufacturers manage and grow revenue streams. Fast paced, smart, ambitious, and continually seeking new ideas. That’s Cubic, is it you? At Cubic you will find an environment filled with energy, enthusiasm and collaboration, where we set out every day to improve not just the world, but ourselves and each other.

Job Summary:

We are seeking a dynamic and results-driven Mid-Senior Customer Experience Manager to join our team. This role is pivotal in enhancing our customer journey and ensuring that our customers' needs are met with excellence. The ideal candidate will manage our Net Promoter Score (NPS) and Customer Satisfaction (CSAT) initiatives, translating insights into actionable strategies that improve overall customer experience.

Key Responsibilities:

• NPS and CSAT Program Management: Oversee the design, implementation, and analysis of NPS and CSAT surveys. Monitor trends, identify areas for improvement, and develop strategies to enhance customer satisfaction.
• Customer Journey Mapping: Collaborate with cross-functional teams to map out customer journeys, identifying key touchpoints and areas for enhancement.
• Data Analysis: Utilize data analytics tools to interpret customer feedback and behavioural data, providing insights and recommendations to senior management.
• Strategy Development: Develop strategies that that align with organizational goals, address feedback, and enhance overall customer experience
• Customer Advocacy: Champion the voice of the customer within the organization, presenting findings and recommendations to stakeholders to drive change.
• Training and Development: Train and mentor team members and stakeholders on best practices in customer experience and the importance of customer feedback.
• Reporting: Create and present regular reports on customer experience metrics, highlighting successes, challenges, and recommendations for improvement.
• Cross-Functional Collaboration: Work closely with various departments to ensure alignment on customer experience initiatives and to implement changes based on NPS/CSAT insights.

Qualifications:

• Bachelor’s degree in business administration, Marketing, or a related field. A master’s degree is a plus.
• 5+ years of experience in customer experience management, including hands-on experience with NPS and CSAT methodologies.
• Strong analytical skills with proficiency in data analysis tools and customer feedback software.
• Excellent communication and presentation skills, with the ability to influence stakeholders at all levels.
• Proven track record of developing and implementing customer experience strategies that drive measurable improvements.
• Strong project management skills and the ability to handle multiple projects simultaneously.