Digital Channel & User Experience Specialist (Postal Sector)

Key Responsibilities:

• Enhance customer experience across postal service channels, including digital platforms and call center operations.

• Ensure accessibility compliance across both digital and physical postal service channels, with a focus on supporting consumers with special needs.

• Support User Acceptance Testing (UAT) for consumer affairs systems and contribute to optimizing customer interaction processes.

• Coordinate with vendors for system enhancements, implementation of new features, and project execution.

• Improve overall service delivery by identifying and implementing customer experience improvements across multiple channels.

• Participate in handling and resolving regulatory complaints, supporting operational activities related to consumer affairs.

Requirements:

• Minimum 5 years of relevant experience in Customer Experience, Digital Channels, UX, or Customer Service Operations.
• Bachelor’s degree in Business Administration, Information Technology, Computer Science, Marketing, Digital Media, or related field.
• Experience in postal services is highly preferred.

Preferred Skills & Competencies:

• Strong understanding of customer journey and user experience principles

• Knowledge of accessibility standards and inclusive service design

• Good coordination and stakeholder management skills

• Analytical and problem-solving ability

• Strong communication and documentation skills

• Experience in service improvement and process optimization

• Ability to handle regulatory complaints and consumer issues