Job Title: Senior Customer Experience Specialist
Job Description

Employees in this role lead the development, implementation, and ongoing management of customer experience strategies to increase and improve service levels, customer retention, efficiencies, and profitability across all business lines. Individuals will act as the voice of the customer in all programs and company efforts and own the overall customer experience. This position works cross-functionally and has both strategic and hands-on elements which include direct customer interactions as well as leading cross-functional teams. Employee's success will be measured by improvements in customer value, satisfaction, loyalty (repeat business), and retention.

ResponsibilitiesLead cross-functional teams to develop and implement comprehensive customer experience models.Implement means to cost-effectively measure customer satisfaction across all business lines.Design and support user experiences, system enhancements, and process changes.Develop requirements, perform system testing, and ensure business goals are met.Act as a change agent by engaging stakeholders cross-functionally and advocating for improvements and adoption of changes.Lead customer retention initiatives across all business lines.Coordinate across sales, marketing, operations, and customer service to manage all customer interactions.Develop customer life cycle touchpoint maps to drive customer processes.Develop and implement ongoing plans to capture the voice of the customer and use findings to drive improvements.Interact with customers to improve customer satisfaction and retention.Perform other job-related duties as assigned.Essential SkillsExperience in process improvement.Account management skills.Proficiency in case creation and case management.Strong relationship management abilities.Ability to collaborate with stakeholders to analyze and optimize case creation logic and the case management platform.Experience in designing and managing end-to-end user and customer experiences.Ability to implement customer-centric strategies and measure performance using metrics and KPIs.Ability to collaborate with cross-functional teams to define product requirements and features.Analytical skills and data analysis experience.Excellent customer service skills.Proficiency with CRM systems.Additional Skills & QualificationsExperience leading cross-functional teams.Ability to implement means to measure customer satisfaction cost-effectively.Design and support for user experiences, system enhancements, and process changes.Experience acting as a change agent by engaging stakeholders cross-functionally.Experience leading customer retention initiatives.Ability to coordinate across various departments such as sales, marketing, operations, and customer service.Experience developing customer life cycle touchpoint maps.Experience interacting with customers to improve satisfaction and retention.Work Environment

This position requires working onsite from Monday to Friday, 8 AM to 5 PM. Candidates can be located at any of the following locations: 500 Bayfront Parkway, Pensacola, FL; Miami, FL; or 700 Universe Blvd., Juno Beach, FL.

Pay and Benefits

The pay range for this position is $43.26 - $55.29

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision\n
• Critical Illness, Accident, and Hospital\n
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available\n
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)\n
• Short and long-term disability\n
• Health Spending Account (HSA)\n
• Transportation benefits\n
• Employee Assistance Program\n
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Juno Beach,FL.

Application Deadline

This position will be accepting applications until Jan 31, 2025.

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\n \n About Aston Carter:\n

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

\n Diversity, Equity & Inclusion\n

At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

\n Hiring diverse talent\n Maintaining an inclusive environment through persistent self-reflection\n Building a culture of care, engagement, and recognition with clear outcomes\n Ensuring growth opportunities for our people\n

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.

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