Customer Experience Specialist

Role Overview

The Customer Experience Specialist will lead customer listening and journey-mapping efforts, translate feedback and operational data into actionable insights, and help create experiences that are simple, accessible, consistent, and responsive to customers’ needs. This position reports to the Supervisor, Customer Care & Outage Management. The Customer Experience Specialist will serve as a voice and advocate for customers, working across the company to improve customer touchpoints, processes, communications, programs, and channel options.

What You Will Do

Lead customer listening and research to identify emerging needs, trends, pain points, and opportunities to reduce customer effort. Translate customer feedback and operational information into clear recommendations and actions. Partner across the company to improve customer touchpoints, processes, communications, programs, and channel options.

Why It Might Be a Fit

If you’re passionate about turning insights into action and collaborating to create thoughtful, effective customer solutions, we encourage you to apply and help shape the future of our customer experience.

Requirements

• Experience gathering and translating customer feedback, research, and operational information into actionable insights and recommendations.
• Knowledge of customer journey mapping and human-centered design principles, including the ability to identify customer pain points, barriers, moments that matter, and improvement opportunities.
• Ability to work clearly, collaboratively, and with influence across multiple teams.
• Demonstrated critical-thinking, organizational, and problem-solving abilities.
• A bachelor’s degree in business, operations, marketing, communications, research, or a related field is preferred. Equivalent customer service or customer experience background will also be considered.

Benefits

• A competitive wage & benefit package.
• Incentive plans.
• Employee Stock Ownership options.
• Retirement Savings Fund with employer match.
• Health, disability, and life insurance plan options.
• Training and development opportunities each year, including education reimbursement.
• Career development, which is critical to our long-term success.
• Mental health support from the experts at SupportLinc as well as competitive vacation and sick leave to ensure employees are at their best when they’re working.