Some of your key responsibilities in this role will include:

📍Customer insights & analytics: Use various data analysis techniques to identify customer issues, patterns, and opportunities. Analyse customer feedback across different channels to enhance the understanding of the customer experience. 📍Channel optimisation: Identify and recommend the optimal channels for customer interactions based on analysis and current trends. Work towards enhancing the efficiency and effectiveness of these channels. 📍Customer journey mapping: Create, maintain, and update customer journey maps to ensure a comprehensive understanding of the customer experience at every touchpoint. 📍Innovation and improvement: Stay informed about upcoming releases, beta versions of our Customer Experience tech stack, and new tools. 📍Recommend and implement improvements to processes to increase efficiency and reduce costs while maintaining a high level of customer satisfaction. 📍Automated solutions enhancement: Evaluate and enhance automated customer support solutions to ensure they complement the human element of customer service, maintaining a balance that feels both personal and efficient.

To be successful you will have:

📍A proven track record in Customer Experience within fast-moving industries, driving exceptional customer experiences and fostering high levels of satisfaction. 📍Demonstrated expertise in collaborating and communicating effectively across diverse cross-functional teams to achieve strategic objectives. 📍Hands-on experience in HCD (Human-Centered Design), service design, and customer journey mapping, ensuring a user-centric approach to enhancing customer interactions. 📍Strong project management and organisational abilities, including a track record of successfully leading change initiatives in dynamic environments. 📍A growth mindset, and a willingness to learn about cryptocurrency and stay updated on industry trends and changes in regulations.