Senior Customer Experience Specialist
Bosta
full-time
Posted on:
Location Type: Hybrid
Location: Cairo • 🇪🇬 Egypt
Visit company websiteJob Level
Senior
Tech Stack
SQL
About the role
- Manage NPS survey segments (e.g., delivery, pickup, claims, insurance experience).
- Perform root-cause analysis for recurring customer pain points.
- Break down NPS improvement initiatives into clear project plans with timelines, milestones, and task owners.
- Coordinate between operations, quality, CS, tech, and product teams to ensure project alignment.
- Schedule and facilitate project kick-off meetings, follow-up meetings, and status reviews.
- Monitor project progress, identify risks, and proactively escalate roadblocks.
- Ensure all stakeholders meet deadlines and deliverables.
- Create project charters, problem statements, requirement documents, and project closure reports.
- Communicate clearly with different teams and ensure alignment on project objectives and timelines.
- Follow up with stakeholders to guarantee tasks are completed and escalations are addressed.
- Ensure results after implementation to confirm improvements are delivering the expected impact.
Requirements
- Customer experience knowledge
- Operations and business analysis experience.
- Strong analytical skills (Excel, dashboards, simple SQL is a plus).
- Basic knowledge of NPS
- Good communication skills.
- Problem solving mindset.
- Ability to work with stakeholders and follow up across teams.
- Attention to detail and structured documentation skills.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
root-cause analysisproject managementExceldashboardsSQLNPSproject chartersrequirement documentsproject closure reports
Soft skills
analytical skillscommunication skillsproblem solvingattention to detailstakeholder managementorganizational skillsteam coordinationproject alignment