Customer Experience Specialist

**Customer Experience Specialist**The Customer Experience Specialist will be responsible for driving voice of customer feedback across digital platforms. Success in this role requires being highly skilled at influential communication across a broad organization as well as the ability to think critically and problem solve to identify and implement process improvements across teams.**Location/Division**: Tijuana, Mexico - Corporate Division**How will you make an impact?**- Support web feedback by monitoring & responding to customer comments, analyzing for trends, and communicating to the broader organization for actions and impact- Operationalize the process for triaging feedback from customers to the proper team and ensuring the loop gets closed- Support UX Research team through incentive management and scheduling moderated sessions- Support the ongoing management and continued expansion of the Customer Feedback Panel program- Create quarterly newsletters to share Voice of Customer feedback from web surveys, testing, and UXR studies- Support UX Design and AB testing teams by identifying and implementing process improvements**How will you get here?****Education**Business degree preferred**Experience**- Successful track record of achieving results through and in collaboration with others- Strong organizational skills and an ability to meet project deadlines in a timely manner- Excellent communication and influencing skills- Demonstrated project planning skills- Comfort with a high level of intensity and change, ability to be agile and continuously improve- Customer first perspective, putting the customers' needs at the center of our work- Commutable distance to Tijuana, Mexico offices**Knowledge, Skills, Abilities**- Fluent in English- Experience working in an agile development framework preferred- Medallia or similar CX measurement tools- Experience of familiarity working with Power Bi, HotJar, Microsoft Bookings, Eloqua, and Jira