1. Customer Journey Mapping & Experience Design
- Develop, update, and optimize customer journey maps across major touchpoints (lead generation, onboarding, billing, service requests, renewals, and digital interactions).
- Identify friction points, service gaps, and opportunities to improve customer experience using data and customer insights.
- Collaborate with Sales, Operations, Billing, Digital, and Marketing teams to implement journey improvements.
- Ensure consistency of experience and alignment with service standards and the company's brand promise.
2. Customer Satisfaction & Retention Monitoring
- Track and analyze customer satisfaction metrics (NPS, CSAT, CES), complaint trends, and service turnaround time.
- Monitor churn and retention rates and support the development of retention programs.
- Conduct customer interviews, surveys, and other feedback activities to understand expectations and pain points.
- Work with business units to strengthen customer engagement at high-impact moments of the journey.
3. Customer Feedback Mechanisms
- Design and execute customer feedback systems (surveys, VOC channels, digital feedback tools, post-interaction evaluations).
- Ensure regular and systematic collection of customer input across touchpoints.
- Maintain a structured approach to capturing, organizing, and analyzing customer feedback.
4. CX Data Analytics & Insight Generation
- Analyze customer experience data to create actionable dashboards and reports.
- Connect CX performance to key business outcomes such as win rate, contract renewal probability, and overall retention.
- Translate insights into recommendations for journey improvements or internal process enhancements.
- Present findings and customer insights to management and cross-functional teams.
5. Cross-Functional Collaboration & Input to Marketing
- Partner with Sales and Marketing to provide customer insights that shape communication plans, engagement activities, and customer education.
- Support digital and product teams with customer data and journey-related insights.
- Serve as an advocate for customer-centric thinking across the organization.
Qualifications
- Bachelor's degree in Marketing, Business, Communications, or related field.
- Minimum 4 years of experience in Customer Experience, Marketing, or related roles; experience in utilities, energy, or service industries is an advantage.
- Strong analytical and problem-solving skills; ability to turn data into insight and execution plans.
- Experience in customer journey mapping, CX tools, or marketing automation is a plus.
- Excellent communication, coordination, and stakeholder management skills.
- Customer-centric mindset with the ability to balance business and customer needs.
