Sample 1 - Job Description: Key Responsibilities Of CX Specialists

Followed by an introductory note about the company’s business, the job

description iterates roles and responsibilities, qualification requirements etc.
for the job. Let us now look at the typical job description of a customer
experience specialist. This can vary a bit as per the industry or business.

 Identifying ideal customer profiles and mapping customer journeys to

identify the gaps in customer experience across all touchpoints, for all
kinds of customer interactions, transactions and engagements – from
purchase to product return to customer support.
 Liaise with internal teams such as marketing, sales, product
development, account management, billing, finance, UX etc. to ensure
that gaps in the customer experience- irrespective of where they occur
in the journey – are plugged
 Regular communication with internal stakeholders such as customer
service executives and other customer-facing teams to identify gaps and
opportunities, if any in the brand experience
 Raising red flags wherever the business process – billing, installation or
anything pre or post sales – needs correction to ensure the customer has
a seamless experience with the company
 Ensuring the CX strategies are aligned to the larger marketing and
business goals and outcomes
 Collect, track and analyze customer feedback and suggest
improvements internally based on the insights gathered – help measure
metrics such as NPS to gauge how the brand is performing on CX
performance parameters
  Work with the technology teams to ensure a seamless brand and buying
experience with the technology- be it the brand website or a self-service
app

Essential Skills Of A Customer Experience (CX) Specialist

1. Empathy and listening skills: empathy is by far the most critical skill
for a customer experience specialist. It is the ability to understand other
people’s emotions. It requires you to go beyond simply saying that you
care, rather put yourself in the customer’s shoes to feel what they feel.
Only then can they proactively identify the gaps or concerns customers
may come across in their journey and alleviate the chances of such
occurrences. Listening skills too, are crucial to tap into the real insights
behind what customers are saying, either in person, on the phone with
customer service or even on social media to their peers.

2. Collaboration and project management: identifying gaps in the

customer experience is the easier part of the job! The more difficult side is
actually working with various functional stakeholders to ensure those gaps
are filled. For example, a delayed billing process leading to loss of customers
would mean working with both- finance and IT to ensure the process is
smoothed out. A poor mobile website user experience would mean working
with marketers, IT, UX and other functional reps. A new social media
platform that’s got your primary target audience hooked would mean
working with multiple stakeholders to get an actionable strategy in place to
capitalize on that platform in a timely manner.
3. Speed, flexibility and agility: Business and customer dynamics are ever-
changing and demand agility, flexibility and of course, speed. It is the job of
the CX specialist to ot just red-flag breaks in CX that need immediate fixing,
but also opportunities to build ever stronger experiences that can deliver real
competitive advantage.

4. Data management and analytics : Everything companies learn about

customers journeys is documented in form of data. A customer experience
specialist should be able to easily read and interpret the data to extract useful
information that can be acted upon. While most organizations have a
dedicated data management, analytics or customer ops team, it is critical for a
customer experience specialist to be able to work with these teams to make
the best CX related decisions based on the data.

Sample 2 – Customer x job description

Responsibilities
 Respond to customer queries in a timely and accurate way, via phone, email
or chat
 Identify customer needs and help customers use specific features
  Analyze and report product malfunctions (for example, by testing different
scenarios or impersonating users)
 Update our internal databases with information about technical issues and
useful discussions with customers
 Monitor customer complaints on social media and reach out to provide
assistance
 Share feature requests and effective workarounds with team members
 Inform customers about new features and functionalities
 Follow up with customers to ensure their technical issues are resolved
 Gather customer feedback and share with our Product, Sales and Marketing
teams
 Assist in training junior Customer Support Representatives
Requirements and skills
 Experience as a Customer Support Specialist or similar CS role
 Familiarity with our industry is a plus
 Experience using help desk software and remote support tools
 Understanding of how CRM systems work
 Excellent communication and problem-solving skills
 Multi-tasking abilities
 Patience when handling tough cases
 BSc in Information Technology or relevant diploma

Sample 3 – Customer x mgr JD

Responsibilities:
Design & Improve the customer experience
Begins with understanding each customer and their specific need. Then, Customer Experience
Managers set a clear vision so that the entire process is transparent for the client and they know
what to expect. CEMs build strong relationships with clients that are fostered by gathering
customer feedback in real time. This feedback is incorporated into the sales process to improve
the overall customer experience.
Increase customer satisfaction, loyalty, and advocacy
Customer Experience Managers believe that every touchpoint with your organization’s
customers is a chance to make their experience remarkable. In turn, customers will not only
remain loyal to the organization but refer others to the business.

Customer Experience Managers are not Customer Relationship Managers

Customer Relationship Management (CRM) is a strategy that focuses on managing customer
information to drive sales into the business and increase customer retention. Customer
Experience Management (CEM) uses information from the customer experience to gain insights
from the customer’s unique perspective. The goal of CEM is to augment the customer experience
and cultivate customer loyalty.

Important metrics for a Customer Experience Manager

 Net Promoter Score (NPS)
 Customer Satisfaction (CSAT)
 Customer Effort Score (CES)
 Customer Churn Rate
 Customer Retention