Sr. Specialist Customer Experience Strategy

Overview

Job Description

Sr. Specialist Customer Experience Strategy

• , you will own all aspects of the customer journey - identifying pain points, and driving solutions that improve customer outcomes.
• You’ll own specific CX programs end-to-end, from problem definition through execution and optimisation.
• This role is hands-on.
• It requires strong analytical skills, the ability to turn data into clear insights, clear communication skills and the ability to work cross-functionally to execute projects end-to-end.
• What’s On Your Plate?
• Strategy and Insights
• Develop and execute a long-term CX vision and roadmap that articulates how exceptional CX should be delivered and measured
• Leverage CX data to uncover customer pain points using cohort analysis, funnel diagnostics, and segmentation
• Build clear success metrics upfront for each initiative and run robust pre/post impact assessments
• Identify opportunities for predictive models (churn risk, reorder probability, voucher redemption likelihood) and work with data science teams to validate and apply
• Program ownership
• Take full ownership of assigned CX programs - define the problem, design the solution, run pilots, roll out at scale, and iterate
• Ensure programs drive measurable customer and business value
• Continuously optimise programs through structured testing and feedback loops
• Anticipate risks, track performance rigorously, and adjust course quickly when results do not meet expectations
• Document program playbooks so they can be repeated and scaled across markets
• Communication
• Share program updates in a structured, proactive way with leadership and markets
• Present insights and recommendations persuasively to senior stakeholders when required; Good slide-making (clear narratives, not necessarily beautiful decks)
• Capture learnings from each program and circulate them as best practices to raise the bar across the CX function
• Stakeholder management
• Work with Product, Tech, Ops, and Market teams to secure alignment on priorities and unblock execution
• Provide the right data and context to help product and tech teams make decisions
• Escalate blockers and hold stakeholders accountable, but focus primarily on enabling execution rather than leading alignment discussions
• What Did We Order?
• 5+ years of experience in working in management consulting OR high-growth start-ups across similar industries in customer experience, analytics, program management, or strategy roles
• Strong analytical skills; Proficiency in SQL & Excel
• High degree of ownership
• Experience running programs end-to-end with clear, measurable outcomes
• Ability to communicate complex analysis simply and persuasively
• Detail orientation and accountability for impact

Additional Information