Customer Experience Specialist - Mobile App
W.C. Bradley Co.•Scottsdale, AZ
About The Position
The Customer Experience Specialist is responsible for delivering exceptional customer experiences by supporting one or more specialized areas within the Customer Experience organization. Specialists serve as customer advocates, using customer interactions, analytics, operational insights, and cross-functional collaboration to improve products, services, processes, and overall satisfaction. Regardless of specialization, every Customer Experience Specialist is expected to represent the Voice of the Customer and contribute to continuous improvement across the business.
Requirements
- Bachelor's degree preferred or equivalent experience
- 2–5 years of experience in Customer Experience, Customer Support, Product Support, Operations, Analytics, or related field
- Excellent communication skills
- Strong analytical and problem-solving abilities
- Customer-first mindset
- Ability to influence without direct authority
- Strong organizational skills
- Experience working cross-functionally
Nice To Haves
- Lean or Continuous Improvement experience
- CRM platforms (Salesforce, Zendesk, etc.)
- BI tools (Power BI, Tableau)
- Microsoft Office Suite
- Project management fundamentals
- Data analysis experience
- Presentation skills
Responsibilities
- Represent the voice of the customer in business decisions
- Identify recurring customer pain points
- Recommend process and product improvements
- Build positive customer relationships
- Escalate systemic issues to appropriate stakeholders
- Analyze trends and recommend corrective actions
- Participate in root cause investigations
- Support cross-functional improvement initiatives
- Document best practices and standard operating procedures
- Measure outcomes and recommend enhancements
- Partner with Product Management, Engineering, Quality, Supply Chain, Operations, Sales, Marketing, Legal & Compliance, and Information Technology
- Maintain accurate documentation
- Monitor KPIs
- Identify trends
- Present findings to leadership
- Recommend action plans
- Acts as the customer advocate for digital experiences across mobile applications and connected products.
- App issue investigation
- Customer feedback analysis
- Beta testing
- App release validation
- Engineering coordination
- Customer communications
- APP Proficiency in IOS and Android
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
