Customer Experience Specialist III - Customer Command Center

Key Responsibilities:

Escalation Management

• Lead complex customer escalations, ensuring proper scoping, documentation, prioritization, and alignment of required resources.
• Coordinate regional, cross-functional CCC champions (SMEs) to drive timely and comprehensive case resolutions.
• Apply structured problem-solving and root-cause analysis to resolve escalations and prevent recurrence.
• Leverage data and insights to guide decision-making.

Cross-Functional Collaboration

• Build strong, strategic partnerships across divisions (LSG, LPG, BCD) to facilitate effective case management and influence customer-centric decisions.
• Advocate for customers and present insights, trends, and recommendations to leadership.
• Participate in internal projects to ensure customer experience considerations are included throughout initiative lifecycles.

Drive Measurable Impact

• Evaluate and articulate the organizational impact of implemented solutions.
• Identify internal improvement opportunities and deliver measurable productivity savings.
   

Operational Excellence

• Ensure detailed documentation within the CCC Escalation Management Tool, maintaining visibility and accountability for each case.
• Leverage AI to evolve CCC processes and strengthen the customer experience framework.
• Stay current on customer experience guidelines and industry trends.

Requirements & Qualifications:

• Bachelor’s degree preferred; equivalent experience considered.
• 2+ years of experience in customer experience, process improvement, or project management within a matrixed organization.
• Demonstrated experience resolving complex issues and facilitating cross-functional collaboration.

Skills & Competencies:

• Strong understanding of customer experience processes and systems.
• Proven ability to influence cross-functional partners, drive operational improvements, and reinforce accountability to move actions forward.
• Exceptional analytical, critical-thinking, and problem-solving skills; comfortable interpreting data to generate insights.
• Excellent verbal and written communication skills, including ability to present to stakeholders and advocate for customer needs.
• Highly motivated, self-directed, and able to prioritize effectively in a dynamic environment.
• PPI Process Manager or Project management skills.
• Proficiency in data analysis.