Sr. Customer Experience Officer

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Responsibilities

• Customer Journey Mapping & Experience Design
• Develop, update, and optimize customer journey maps across major touchpoints (lead generation, onboarding, billing, service requests, renewals, and digital interactions).
• Identify friction points, service gaps, and opportunities to improve customer experience using data and customer insights.
• Collaborate with Sales, Operations, Billing, Digital, and Marketing teams to implement journey improvements.
• Ensure consistency of experience and alignment with service standards and the company’s brand promise.
• Customer Satisfaction & Retention Monitoring
• Track and analyze customer satisfaction metrics (NPS, CSAT, CES), complaint trends, and service turnaround time.
• Monitor churn and retention rates and support the development of retentio...