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Customer Experience Specialist

F

Flatworld Philippines

10 - 20K PHP
Full-time
Sobrecarey corner Lapu Lapu St. Poblacion District, Lucita Building, Davao city, Davao del Sur, PH
Marketing

About the Position

The Customer Experience (CX) Specialist plays a pivotal role in enhancing client-specific operational efficiency and satisfaction. This role supports the CX Manager by executing Lean Six Sigma and automation initiatives. The CX Specialist will focus on identifying pain points and implementing solutions for smaller accounts or high-growth potential clients, delivering measurable outcomes such as cost savings, improved processes, and elevated customer satisfaction. This position requires collaboration with clients and internal teams to ensure alignment with the company's overall business objectives.


Responsibilities

  • Execute Lean, Kaizen, and automation initiatives under the guidance of the CX Manager to address client-specific needs and inefficiencies.
  • Analyze operational challenges within smaller (<3-seater) or high-growth potential accounts and implement tailored process improvement solutions.
  • Collaborate with clients and Operations Stakeholders to identify process inefficiencies, propose actionable solutions, and support their operational growth objectives.
  • Document and track project progress, ensuring adherence to deadlines and reporting outcomes to the CX Manager.
  • Support the creation and maintenance of value-generation roadmaps by identifying improvement and automation opportunities and executing agreed action items and initiatives.
  • Utilize Lean and automation-based approaches to deliver measurable results, such as cost reductions and efficiency improvements.
  • Serve as a key contact to ensure alignment of process improvement initiatives with business goals.
  • Leverage data and client feedback to monitor the impact of initiatives on customer satisfaction metrics like NPS or CSAT.
  • Facilitate quick-win solutions for immediate client value while contributing to more comprehensive, long-term projects.
  • Prepare and present reports on project results, showcasing measurable client and operational benefits.
  • Maintain process documents for key control measures, process audits, and compliance evaluation.


Requirements

  • Related work experience in Customer Experience or Process Improvement role.
  • Six Sigma Yellow Belt Certification is required; Green Belt trained or certified is a plus.
  • Proven ability to execute process improvement initiatives focused on operational efficiency and customer satisfaction.


Experience

  • Hands-on experience in process optimization and/or automation technologies (e.g., RPA).
  • Exposure to low-code/no-code platforms or RPA tools is a plus.
  • Strong analytical and problem-solving skills with the ability to deliver data-driven solutions.


Educational Qualifications

  • Relevant certifications and training in Six Sigma, Lean principles, or equivalent process improvement methodologies.


Competencies

  • Passion for staying updated with the latest technological trends, particularly in automation, AI, and RPA.
  • Demonstrated tech-savviness with the ability to quickly learn and adapt to new technologies.
  • Strong knowledge of customer experience metrics such as NPS or CSAT and methods to enhance them through process improvements.
  • Excellent communication and interpersonal skills for effective client and stakeholder engagement.
  • Proficiency in reporting tools and data visualization tools (e.g., Excel, Power BI) is a plus.
  • Ability to manage multiple tasks and priorities in a fast-paced, client-facing environment.



If you are passionate about driving customer satisfaction through process improvement and have the necessary skills and experience, we encourage you to apply for the CX Specialist position. Join us in our mission to deliver exceptional client value and operational excellence. Apply now!

Please refer to job description.