Customer Experience Specialist
4 dni temu
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Employee Engagement | Talent Management | Organizational Development | Culture Building | Internal Communications | People OperationsAbout us
bolttech is a fast-growing global insurtech with a mission to build the world's leading, technology-enabled ecosystem for protection and insurance. Our vision is to connect people with more ways to protect the things they value.
Launched in 2020 in Singapore, bolttech's 1,600+ team serve customers in 35+ markets across Asia, Europe, North America, and Africa. With international licenses, an extensive partner network, and leading-edge technology and product innovation capabilities, our ecosystem brings together insurers and distributors to make it easier for customers to get the right protection at the point of need.
In this position you will be:
- Designing, developing, and optimizing activities related to the functioning of products and processes at the international group level.
- Defining business needs and customer expectations for existing and new products and services, including comprehensive Customer Journey Mapping.
- Independently designing, conducting, and managing qualitative and quantitative CX research.
- Analyzing research results, preparing insights, and providing recommendations to enhance customer experiences.
- Monitoring and evaluating the effectiveness of changes in processes and products in collaboration with teams across Europe.
- Initiating and implementing optimization initiatives based on CX data analysis.
- Creating periodic reports and ad hoc analyses to support decision-making for management and operational teams.
- Supporting business units by providing expertise in customer experience design and identifying key areas for improvement.
You will be responsible for:
- Managing and executing customer experience initiatives across various markets.
- Conducting customer satisfaction surveys and analyzing feedback to drive improvements.
- Collaborating with cross-functional teams to implement customer-focused solutions.
- Developing strategies to enhance customer engagement and retention.
- Identifying pain points in customer journeys and recommending improvements.
- Creating reports and dashboards to track customer experience metrics.
- Ensuring compliance with industry best practices and internal policies.
- Acting as a key point of contact for customer-related insights and initiatives.
- Supporting training and development programs focused on customer experience excellence.
- Driving continuous improvement projects based on customer feedback and industry trends.
For you to be successful…
…we expect you to be able to demonstrate the following key competencies:
- Customer-Centric Mindset
- Analytical Thinking and Problem-Solving
- Communication and Stakeholder Management
- Data-Driven Decision Making
- Adaptability and Proactiveness
You will require the following qualifications and skills:
- Minimum of 3 years of experience in Customer Experience, preferably in an international environment.
- Higher education (preferred fields: management, marketing, data analytics, sociology, or related).
- Fluency in Italian (C1/C2) in both written and spoken communication.
- Advanced English proficiency (minimum C1 level).
- Experience in Customer Journey Mapping and customer-oriented process optimization.
- Proficiency in analytical tools, including Qualtrics, Excel, and data analysis systems (Power BI is a plus).
- Strong analytical skills, ability to interpret data and translate insights into actionable business recommendations.
- Experience in preparing management reports and presenting analytical results to key stakeholders.
- Ability to independently manage projects and work in a dynamic, fast-changing environment.
- High work ethics, proactivity, and strong collaboration skills with diverse teams.
Diversity and Inclusion
At bolttech, we are diverse and inclusive. We value each person's unique skills, background, and identity. We never discriminate on cultural background, religion, sex, gender, gender identity or expression, sexual orientation, age, disability, veteran status, genetic information, marital or family status or any legally protected status. Everyone belongs. And because everyone's different, we're also flexible in the ways we work, so each person can bring their best efforts every day.
Seniority levelAssociate
Employment typeFull-time
Job functionCustomer Service
IndustriesWholesale Computer Equipment
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