PASHA Insurance is currently seeking a CX Specialist.

  Responsibilities

• Identify customer needs and provide solutions or recommendations.
• Develop and implement customer experience strategies, map the customer journey, and identify areas for improvement.
• Analyze customer feedback, surveys, and data to gain insights and drive positive change.
• Plan and conduct research studies using various methodologies to gather qualitative and quantitative data.
• Work closely with product owners, and data analysts to analyze the customer behavior patterns.
• Design and analyze Customer Journey Maps to help the product team find out the pain points and possibilities to improve each contact made by customer
• Clearly communicate research findings and recommendations to various stakeholders, including presenting insights in a compelling and understandable manner.
• Stay informed about industry trends, best practices, and competitor offerings to contribute to the ongoing enhancement of customer experience research techniques.
• Train and support other team members on customer service best practices and lead initiatives to improve customer satisfaction.

Requirements

• A customer-centric mindset, adaptability, and the ability to advocate for the customer's perspective within the organization.
• Analytical skills for understanding market data and customer behavior.
• Strategic thinking and the ability to develop and execute plans.
• Familiarity with agile, customer development methodologies

Skills

• Excellent interpersonal and communication skills.
• Strong problem-solving and decision-making capabilities.
• Proficiency in handling and resolving conflicts.
• High level of empathy and customer orientation.
• Ability to multitask and manage time effectively.

Education & Specialization

• Bachelor’s degree in Business Administration, Economy, Marketing, or a related field.