Lamina

We’re seeking a detail-oriented Customer Experience Specialist to join our Customer Experience Excellence team. This role combines data analysis, project management, and stakeholder collaboration to drive improvements based on customer insights. This role requires a keen eye for detail, excellent analytical skills, and a proactive approach to identifying and addressing potential challenges in the customer journey. Success in this position will contribute significantly to building a positive brand image and fostering long-term customer relationships.

What you will do

• Feedback analysis & reporting (40%)
• Analyze customer feedback data to identify patterns, trends, and business impact;
• Develop and maintain feedback classification systems;
• Create comprehensive insights reports and recommendations for stakeholders;
• Provide periodic reports on product/service performance and project status;
• Project management & stakeholder collaboration (40%)
• Drive feedback-related initiatives from ideation to implementation;
• Coordinate with cross-functional teams (Product, Business, Tech) on improvement projects;
• Manage escalations and critical issues;
• Maintain effective communication with internal and external stakeholders;
• Strategy & process Improvement (20%)
• Support development of customer experience enhancement strategies;
• Identify process improvement opportunities;
• Assist in implementing operational excellence initiatives;
• Contribute to customer satisfaction and loyalty programs;
  

What you will need

• Bachelor’s degree in relevant field;
• Knowledge about online payment (e-commerce, fintech, finance, e-banking, etc.) is a plus;
• 3+ years experience in customer experience, data analysis, or project management;
• Experience with data analysis and reporting tools;
• Strong analytical and problem-solving abilities. Know how to use SQL language in data retrieval, analysis, calculation is a plus;
• Sense of ownership, a growth mindset, and the ability to recommend solutions which are scalable. Eager to learn & adaptability;
• Excellent communication and interpersonal skills.