Sr. Specialist Customer Experience Strategy

1. Analytics and insights

• Dig into 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

• Create and maintain dashboards in Looker or Tableau that monitor CX KPIs daily and flag anomalies early

• Use SQL and Python for deep dives and advanced analyses where required

• Identify opportunities for predictive models (churn risk, reorder probability, voucher redemption likelihood) and work with data science teams to validate and apply

2. 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

3. 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

4. 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