CX Specialist

Are you passionate about putting the client at the centre of every decision? We’re looking for a CX Specialist to join our team and play a key role in shaping how customer experience principles are embedded across our product development lifecycle. This role requires both strategic thinking and hands-on delivery, with a focus on integrating insights, design thinking, measurement, and testing to deliver impactful client experiences aligned to business and brand goals.

Key Responsibilities

CX and Brand Standards Integration

• Partner with CX leads and operational managers to help define, implement, and uphold customer experience standards.
• Actively promote CX-aligned brand principles when engaging with internal and external stakeholders.
• Mentor junior CX specialists to ensure consistent application of established frameworks and guidelines.

Client Insights and Research

• Conduct ongoing research into global CX trends and best practices to inform internal standards and strategic direction.
• Assist in developing a robust Voice of the Client (VoC) programme that captures and analyses the full spectrum of customer experiences, behaviours, needs, and expectations.
• Take full ownership of designing and executing insight-gathering methodologies, including surveys, interviews, observational studies, and feedback loops.
• Interpret insights to inform the development and enhancement of CX solutions and share learnings to strengthen internal CX capabilities.

Client Journey Mapping and Experience Design

• Collaborate with business and technical stakeholders to understand core challenges and define CX problem statements.
• Act as the client advocate by translating internal requirements into user-centric CX designs.
• Design strategic and tactical CX elements using the Design Thinking approach.
• Identify gaps and opportunities through data and customer feedback to guide the evolution of products and services.
• Facilitate workshops to co-create meaningful, cohesive client journeys.
• Own sections of CX initiatives and support reporting and measurement efforts.

Experience Measurement and Testing

• Independently develop data-gathering techniques that reveal how clients engage with products and services versus their expectations.
• Deliver insights that highlight what’s working, where pain points exist, and what improvements are needed.
• Collaborate with teams such as call centres and social media to formalise feedback collection strategies.
• Work closely with product development teams to provide CX-driven input during the design phase and agile sprints.

What We’re Looking For

Experience Required

• 4-6 years of experience in a customer experience or service design environment
• Demonstrable track record of applying CX principles in real-world scenarios
• Proven experience in designing and enhancing CX initiatives and journeys
• Strong background in process and journey mapping

Knowledge and Expertise

• Solid understanding of CX principles, service design, and design thinking
• Strong knowledge of research techniques and how to apply them
• Data analysis and experience measurement methods
• Workshop facilitation and stakeholder engagement experience
• Exposure to consumer and behavioural psychology concepts

Skills

• Strong analytical and problem-solving capabilities
• Exceptional attention to detail
• Excellent written and verbal communication
• Well-developed planning and coordination skills
• Ability to manage multiple workstreams and priorities

Join a team that puts the client at the heart of everything. If you’re ready to lead meaningful change through data-driven CX strategies and innovative design, we’d love to hear from you.

[Apply Now]

Salt is acting as an Employment Business in relation to this vacancy.