Customer Experience Expert

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

Supports the successful execution of L2A’s CX strategies by contributing to the design and mapping of the end-to-end customer journey and identifying transformation opportunities. The role ensures the delivery of actionable insights through data analysis and supports cross-functional initiatives to enhance customer experiences, aligned with L2A’s strategic goals

Duties And Responsibilities

Customer Journey Design and Transformation Support

• Assist in designing and mapping the end-to-end customer journey for L2A, ensuring alignment with organizational objectives and customer expectations.
• Identify and document CX improvement opportunities, proposing actionable recommendations for enhancements
• Contribute to the development of CX improvement initiatives by collaborating with cross-functional teams to ensure successful implementation
• Support L2A’s representation in Globe and B2B-wide CX initiatives, contributing expertise to elevate customer experience outcomes
  
  
  

CX Improvement Implementation

• Develop and execute specific CX improvement projects, ensuring deliverables are met within the set timelines
• Identify gaps and pain points in the customer journey and propose targeted solutions to address them
• Drive the adoption of best practices in customer experience design and improvement across teams
  
  
  

CX Transformation Roadmap Execution

• Provide expert input and guidance to support the successful delivery of CX transformation roadmap milestones
• Ensure CX improvement projects are aligned with the strategic priorities of L2A.
  
  
  

Requirements

• 2-3 years of experience in customer experience design, improvement projects, or customer journey mapping roles
• Similar industry (B2B) preferred but not required
• Proven track record of implementing successful CX improvement initiatives
• Experience in fast paced / high volume industry is preferred
  
  
  

Level Of Knowledge

• Customer journey optimization and mapping
• Expertise in CX design and improvement initiatives
• Strong collaboration and cross-functional teamwork
• Ability to identify and address customer journey pain points effectively
  
  
  

Education

• Bachelor’s degree in Business, CX Design, or related fields
• Certifications in CX or related methodologies (e.g., Design Thinking) are a plus
  
  
  

Equal Opportunity Employer

Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.