As an IT Customer Experience Product Specialist, you will act as a bridge between technology and user needs. You will map customer journeys, analyze feedback, optimize digital touchpoints to improve satisfaction, filter customer issues, and collaborate closely with cross-functional teams (Sales, Service, Marketing teams) to build seamless, intuitive, and highly engaging IT products and solutions.
Key Responsibilities
• Customer Journey Optimization: Map and evaluate the end-to-end user journey to identify pain points and areas for improvement.
• Feedback Analysis: Analyze user feedback, support tickets, and NPS (Net Promoter Score) data to spot trends and prioritize product fixes.
• Cross-Functional Collaboration: Act as the liaison between the customer-facing teams and the product teams. Filter feature requests and bugs, ensuring developers focus on critical enhancements.
• Product Education: Create and maintain product guides, help center articles, and internal training materials to empower users and support teams.
• User Testing & Experimentation: Participate in user testing, A/B testing, and gather qualitative insights to inform future product roadmaps.
• Metric Tracking: Monitor key CX and product metrics, providing regular reports to stakeholders to measure product success
Qualifications & Skills
• Education: M.B.A. (Sales & Marketing/Operations/IT/Analytics), B.E./B. Tech. (Computer Science, IT)
• Experience: 2–5 years of experience in product management, customer success, UX design, or technical support, specifically within the IT or SaaS industry
• Analytical Prowess: Proficiency in data analytics and customer journey mapping.
• Technical Acumen: Familiarity with software development life cycles (SDLC), Agile methodologies, and basic troubleshooting.
• CX Tooling: Familiarity with CRM and ticketing systems (e.g. SAP, Microsoft, Salesforce).
• Communication: Exceptional verbal and written communication skills; the ability to explain complex technical concepts simply.
• Empathy: A deep understanding of user behavior and a passion for advocating for the customer.
• Proficiency in Microsoft Tools: MS Excel, PowerPoint, Power BI, Outlook, Word etc. with GenAI addons.
