Customer Experience Professional

About the role

The Customer Experience Professional leads strategic engagement with key customers, acting as the primary point of contact for inquiries, complaints, escalations, and critical field issues. The role ensures high satisfaction and loyalty by coordinating cross‑functional teams to resolve problems quickly and effectively.

Key responsibilities

• Serve as the main liaison for customer inquiries, complaints, escalations, and field issues.
• Validate, investigate, and coordinate resolution of customer issues with Manufacturing, Engineering, Supplier Quality, Supply Chain, and Operations.
• Lead root cause analysis for recurring product failures and oversee implementation of corrective and preventive actions (CAPA).
• Manage product safety, field quality, and supplier quality activities, including Product Safety Council reviews and risk escalations.
• Provide proactive communication on order status, delivery risks, shortages, quality issues, and resolution plans.
• Maintain customer‑related records, JIRA case management, performance scorecards, KPIs, and Voice of Customer metrics.
• Support order management, inventory allocation, material shortage mitigation, and delivery execution for strategic customers.
• Drive cross‑functional collaboration, continuous improvement, digital transformation, and operational excellence initiatives.

Required profile

• Strong background in customer experience, quality management, or related fields.
• Proven ability to manage complex escalations and coordinate multiple internal teams.
• Excellent analytical and problem‑solving skills with a focus on root cause analysis.
• Effective communication skills for both internal stakeholders and external customers.

Required skills

• JIRA case management