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استخدام Senior CX Specialist برای اُکالا در تهران

اُکالا

تهران

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حضوری

مقطع تحصیلی اعلام نشده

سابقه دارد (۴ سال)

حقوق توافقی

آقا و خانم

تمام وقت

مشاهده اطلاعات تماس

اطلاعات بیشتر

امروز

شرکت اُکالا در تهران جهت تکمیل کادر خود از واجدین شرایط زیر دعوت به همکاری می نماید:

Description

job title

Gender: Any
Age: From 25 to 35
Job Description:
At Okala, we believe great customer experiences are built by understanding customers deeply, solving the problems that matter most, and continuously improving every step of their journey.
Our Customer Experience team is growing, and we’re looking for a Senior CX Specialist / CX Team Lead to take ownership of customer experience across selected service lines and key journeys.
We’re looking for someone who can connect customer insight, data, business context, and execution — someone who doesn’t stop at identifying problems, but takes ownership, drives action, and follows through on the impact.
What You'll Be Doing:
Own the end-to-end customer experience across assigned service lines and key customer journeys.
Identify and prioritize customer pain points, friction points, and experience gaps using customer feedback, research, behavioral data, and operational signals.
Track relevant CX and journey-level metrics, investigate root causes, and translate insights into actionable improvement initiatives.
Design and continuously improve Customer Journeys, Service Blueprints, touchpoints, and customer-facing processes where needed.
Turn customer insights and data into clearly defined problems, priorities, and recommendations, balancing customer value, business impact, feasibility, and effort.
Partner closely with Product, Operations, Commercial, Support, Data, and other teams to drive CX initiatives from problem identification through implementation and impact measurement.
Bring the customer perspective into service-line decisions and challenge assumptions when customer needs and business priorities are not aligned.
Define success metrics and measurement approaches for CX initiatives, and follow improvements through to measurable outcomes.
Communicate findings, priorities, progress, and recommendations clearly to CX leadership and senior stakeholders.
Identify opportunities for continuous improvement and help build a stronger customer-centric culture across the organization.
What You Bring:
Strong customer and business thinking, with the ability to understand and improve experiences end to end.
Hands-on experience in Customer Experience, Customer Research, Service Design, Product, Operations, or related fields.
Strong knowledge of Customer Journey Mapping, Service Blueprinting, Voice of Customer (VoC), and process improvement.
Strong analytical and problem-solving skills, with the ability to combine qualitative and quantitative data to identify root causes and opportunities.
Practical experience working with CX metrics such as NPS, CSAT, retention, complaints, repeat behavior, and journey-level indicators.
Strong cross-functional collaboration and stakeholder management skills, with the ability to drive action without direct authority.
High ownership and a strong bias toward action, with the ability to turn insights into execution.
Clear communication skills and the ability to translate complex customer and business problems into simple, actionable recommendations.
Comfortable working in ambiguity and independently driving multiple initiatives or workstreams.
Recommended Qualifications:
4+ years of relevant experience in Customer Experience, Customer Research, Service Design, Product, Operations, or related roles.
Experience in technology, e-commerce, marketplace, retail, or businesses with complex customer journeys is a plus.
Experience working with both qualitative research and quantitative data.
Familiarity with BI tools, dashboards, data visualization, and analytical tools.
Experience leading or coordinating cross-functional improvement initiatives.
Experience translating customer insights into measurable business and customer outcomes.
What Success Looks Like:
Success means having a clear and continuously evolving understanding of the customer experience within your service lines, identifying the problems that matter most, and turning those insights into visible and measurable improvements.
You should be able to answer three simple questions:
What changed in the customer experience?
Why did it change?
What impact did it create for both the customer and the business?
At Okala, your impact goes beyond reports and recommendations. You’ll help shape better journeys, remove friction, improve customer outcomes, and make the customer perspective an integral part of how we build and improve our services.
Why Okala?
At Okala, customer experience is not owned by one team — it is built across the entire organization.
You’ll work at the intersection of customers, data, product, operations, and business, with the opportunity to influence meaningful changes across a large-scale digital retail ecosystem.
We move fast, learn continuously, and believe there is always a better way to serve our customers.
What You’ll Enjoy:
A vibrant and friendly work environment
Weekly gatherings: Mafia Night, Cinema Night & more
Access to practical, high-quality training courses
Free breakfast, commuting & lunch subsidies
Supplementary health insurance, in-house doctor, and parking
Birthday gifts, seasonal bonuses, and exclusive Okala discount codes
Ready to turn customer insights into meaningful change?
Join us and help shape experiences that customers remember.

Senior CX Specialist

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