Customer Experience Specialist at DigiOutsource

Purpose of the Role:                                            

We want to deliver a 5 star customer experience for our customers and build a competitive advantage through best practices in processes enhancements, collecting, and measuring customer data. That’s why it’s essential that the successful candidate proactively increases customer satisfaction and loyalty, through ensuring every interaction meets the needs of our customers throughout their life cycle.

What’s the ultimate goal? Creating an ongoing strategy for anticipating and meeting customer needs which in turn will lead to a longer customer life time value and lower churn rate.

The environment will challenge you every day, that’s why we need someone with significant customer-facing experience, a technical/data-driven mindset, a passion for iGaming, and an appreciation for the complexities of a rapid-growth environment.

Duties include, but not limited to:

• Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements – from purchase to product return to customer support.

• Liaise with internal teams such as MDM, product development, Risk, Banking, finance, UX etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged.

• Regular communication to identify gaps and opportunities, if any in the brand experience.

• Raising red flags wherever the business process - pre or post deposit – needs correction to ensure the customer has a seamless experience with the company.

• Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes.

• Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered – help measure metrics to gauge how the brand is performing on CX performance parameters.

• Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service app.

• Take full charge of the customer journey.

• Analyse customer feedback, journeys and pain points using leading methodologies.

• Take full charge of the 360 Degree view of the customer – The Voice of the customer, the emotion, tying all touch points to create a funnel view of the customer that anyone in the business can use to assist in driving a better experience.

Essential Criteria:

• A “customer-first” and “Data first” mentality to help drive the best customer experience.

• Empathy and ability to understand customer needs.

• 3 - 5 years’ experience in building customer experience processes and technology - preferably in product or technology environments.

• Demonstrates consistent behaviour aligned to the Organizational Culture.

Desirable Criteria:

• Firm understanding of client journeys, marketing principles/tactics, customer experience engagement, and influential communication to successfully connect strategic objectives to tactical implementation.

• Strategic thinker with demonstrated success in developing long-term plans.

• Strong verbal/written communication abilities; effective interpersonal skills; strong attention to detail.

• Active team player with the ability to interact with and influence others effectively.

• Demonstrated success in managing multiple projects and priorities simultaneously within short timelines.

Person Specifications:

• Critical thinking

• Resilience

• Building Relationships

• Organizational Awareness

• Organization and planning

• Problem Solving

• Communication