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Digital Customer Experience (CX) Program Specialist
Job Code:2025-04-014
Department:Customer Service
FT/PT Status:Full Time
  

Summary/Position Overview:

POSITION OVERVIEW:

The Digital Customer Experience (CX) Program Specialist is responsible for managing and executing programs aimed at enhancing the digital customer journey.

POSITION SCOPE:

The Digital CX Program Specialist is expected to oversee the end-to-end lifecycle of digital CX initiatives, collaborate with cross-functional teams, and ensures the successful implementation of strategies designed to improve customer satisfaction and engagement. The Digital CX Program Specialist drives customer-centric digital experiences and ensures program effectiveness through data-driven insights.

Duties and Tasks:
Maintain health, safety and environment standards by:
- Ensuring compliance with all safety policies and procedures.
- Ensuring compliance with all environmental and health standards,
- Ensuring compliance with IT policies and cyber security standards and
- Completing all required HSE training.

Leading Digital CX Programs by:
- Leading and managing digital customer experience programs aimed at improving customer interactions and satisfaction across online platforms  (websites, mobile apps, email, social media, etc.).
- Defining program goals, objectives, KPIs, and timelines to ensure successful execution.
- Overseeing the entire program lifecycle, from initial planning through to execution, optimization, and reporting.
- Ensuring seamless integration of various digital touchpoints and consistency in customer messaging.
- Collaborating with Communications, IT and Customer Solutions teams to execute CX initiatives.
- Ensuring all stakeholders are aligned with program goals and timelines, facilitating regular communication and feedback loops.
- Working with the applicable teams to integrate customer feedback and digital improvements into new features, apps, and services.
- Working with the customer solutions team to ensure the proper use of customer service applications
- Perform data analysis and create custom reports to improve Customer Experience
- Provide technology training to the Customer Solutions Team

Ensure efficiency in the execution of Digital CX Programs by:
- Collecting and analyzing customer experience data to assess the effectiveness of digital programs.
- Using customer insights, behavior analytics, and feedback to optimize digital touchpoints and improve overall program performance.
- Generating and presenting regular reports to senior management and stakeholders, highlighting performance metrics, program results, and areas for improvement.
- Conducting competitive analysis and monitor industry trends to inform program strategies.
- Providing training and guidance to teams on best practices related to digital customer experience management.
- Fostering a culture of customer-centricity within the organization by promoting the importance of a seamless digital experience across all departments.

Maintain Customer Excellence by:
- Maintaining professional and technical knowledge by attending training with support of new systems and system software applications.
- Staying up to date with industry trends and emerging technologies related to digital customer experience, personalization, and user engagement.
- Implementing systems to gather and analyze customer feedback across digital channels, including surveys, reviews, and direct interactions.
- Working with the Customer Solutions team to address customer pain points and incorporate customer feedback into program improvements.
- Tracking customer sentiment and provide insights to relevant teams to ensure continuous improvement in digital experiences.
 

Academic/Skill/Experience Requirements:
The Digital Customer Experience (CX) Program Specialist will have an earned Bachelor’s degree in Information Technology or a business-related field. They will have 3+ years of experience in digital customer experience, program management, or a related role, preferably in an e-commerce or digital environment. They will be confidential, demonstrate proficiency in Microsoft Office, CIS systems, custom report writing and have experience with web and data analytics and CRM tools. They must have excellent organizational, communication, and interpersonal skills and be able to demonstrate the ability to identify and effectively resolve customer issues. The ideal candidate is passionate about driving customer-centric digital experiences and ensuring program effectiveness through data-driven insights.

Other: