Job Description

Pep Vacancies – Customer Experience Specialist

Customer Experience Specialist

Company: Pep Vacancies

Job Description
We are seeking a detail-oriented and insight-driven Customer Experience Specialist to partner with our contact centre and internal teams. This role delivers data-driven visibility into customer demand, service performance, automation effectiveness, and workforce trends to enhance the overall customer journey.

Key Responsibilities

• Develop, maintain, and share performance dashboards and insight reports across voice, digital, social, and BOT channels.
• Analyse customer interaction data to identify trends, risks, opportunities, and demand drivers.
• Translate performance data into actionable, business-focused insights to support decision-making.
• Identify opportunities to optimise BOT flows, customer journeys, and agent handovers.
• Collaborate with digital, automation, and system teams to prioritise BOT and self-service improvements.
• Partner with Workforce Management to analyse volume trends, seasonality, and demand drivers.
• Support forecasting accuracy and operational readiness through data-informed insights.
• Act as the central liaison between Customer Experience, IT, Product, Digital, and brand stakeholders.
• Assist with project planning, including requirements gathering, impact assessments, timelines, dependencies, and risk tracking.
• Ensure customer service, reporting, BOT, and WFM requirements are incorporated into system initiatives.
• Support PAXI, E-commerce, Sales, Store Operations, and Social Media teams as an insight and coordination partner.
• Maintain data integrity, reporting standards, and KPI definitions.

Required Knowledge, Skills, and Competencies

• Diploma or Degree in Business Management, Analytics, Operations, or related field.
• Minimum 5 years’ experience as a Team Manager in a contact centre or customer experience environment.
• Exposure to system integrations, digital platforms, or automation projects is an advantage.
• Proven experience in data analysis and insight storytelling.
• Strong skills in cross-functional project coordination and stakeholder engagement.
• Excellent organisational and documentation skills with attention to detail.
• Ability to manage multiple priorities concurrently and deliver results.

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