We're looking for a Senior Associate - Customer Experience to join our organization in Pristina, Kosovo. In this role, you will be instrumental in developing and executing customer experience strategies that drive satisfaction, loyalty, and business growth. You will work collaboratively with cross-functional teams to analyze customer needs, identify pain points, and implement innovative solutions that enhance every touchpoint of the customer journey. This position offers the opportunity to make a meaningful impact on how our customers interact with our brand while leading initiatives that shape our customer-centric culture.
- Develop, implement, and optimize customer experience strategies aligned with organizational goals and market trends
- Analyze customer feedback, behavioral data, and satisfaction metrics to identify opportunities for improvement and innovation
- Lead cross-functional projects to enhance customer journey mapping and identify key moments of truth
- Collaborate with product, marketing, and operations teams to ensure consistent and seamless customer experiences across all channels
- Monitor and report on customer experience performance metrics, KPIs, and trends using data analytics tools
- Manage escalated customer issues and complaints, ensuring timely resolution and root cause analysis
- Design and deliver training programs to educate teams on customer experience best practices and company standards
- Mentor and support junior team members in developing customer-focused mindsets and problem-solving skills
- Create and maintain comprehensive documentation of customer experience processes, policies, and procedures
- Drive continuous improvement initiatives based on customer insights and competitive benchmarking
- Conduct customer research and usability testing to inform product and service enhancements