Iranian Company in E-Commerce Industry
Annual Package: 0.7 - 1 billion Tomans
Responsibilities
· Design and implement Voice of Customer (VoC) programs to collect customer feedback.
· Monitor and maintain CX dashboards, including NPS, CSAT, and SLA metrics.
· Analyze customer feedback and behavioral data to identify experience pain points.
· Evaluate customer journeys and identify opportunities for experience improvement.
· Prepare analytical reports with actionable insights and improvement recommendations.
· Design and optimize customer journey maps across different touchpoints.
· Participate in customer experience improvement projects and monitor their effectiveness.
· Collaborate with commercial, operations, marketing, and product teams to resolve customer issues.
· Present customer insights and translate findings into actionable business initiatives.
· Monitor customer satisfaction trends and recommend strategies to improve retention.
Requirements
· 1–3 years of experience in customer experience or related fields.
· Strong understanding of CX metrics, including NPS, CSAT, and CES.
· Advanced proficiency in Microsoft Excel for data analysis and reporting.
· Experience preparing and presenting analytical and management reports.
· Familiarity with CRM systems and customer feedback management tools.
· Experience working with BI dashboards and data visualization tools.
· Strong analytical skills and ability to interpret customer feedback.
· Understanding of customer journey mapping and experience optimization.
· Excellent communication and cross-functional collaboration skills.
· Experience in insurance, fintech, or financial services is preferred.