Responsibilities:

- Lead the development of comprehensive customer experience strategies aligned with the company's goals and objectives.

- Conduct in-depth analysis of customer feedback, trends, and market insights to identify opportunities for improvement.

- Define and track key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives and drive continuous improvement.

- Collaborate with cross-functional stakeholders to ideate multi-faceted solutions that could consist of product development, operational process design, setting financial guidelines, and evolving platform policies.

- Ensure complex initiatives are executed on time, within scope, with successful implementation.

- Champion a customer-centric culture throughout the organization, fostering empathy and understanding of customer needs and preferences.

Experience:

- 3+ years of hands-on experience in customer experience strategy, strategy development, and/or project management roles.

Skills:

- Demonstrated proficiency in business acumen, evidenced by a track record of strategic problem-solving and data-driven decision-making.

- Proficiency in business and data analytics tools such as Excel, with the ability to analyze complex datasets and derive actionable insights.

- Proven expertise in generating and evaluating Key Performance Indicators (KPIs), metrics, and customer feedback to drive business improvements.

- Strategic mindset with the ability to think creatively and develop innovative solutions to complex problems.

- Strong project management skills, including the ability to prioritize tasks, manage deadlines, and coordinate multiple projects simultaneously.

- Demonstrated enthusiasm and commitment to enhancing customer experience through innovative strategies and solutions.

Communication and Collaboration:

- Excellent stakeholder management skills, with the ability to engage and influence senior leaders and cross-functional teams.

- Effective communication skills, both written and verbal, with the capability to convey complex ideas and findings clearly and concisely.

- Proven ability to collaborate effectively with colleagues at all levels of the organization, fostering a culture of teamwork and shared success.