Elevate Customer Experiences as a Platform Optimization Expert

1 day ago

Gurgaon, Haryana, India beBeeCustomer Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Job Title: Customer Experience Specialist

 

The role of a Customer Experience Specialist revolves around optimizing the full-funnel performance of an e-commerce platform. This includes analyzing and improving user experience, identifying friction points, detecting patterns in drop-offs, and prioritizing hypotheses based on impact and ease of implementation.

 

Key Responsibilities:

  • Analyze full-funnel performance to enhance customer journey.
  • Identify and address friction points using tools like heatmaps and session recordings.
  • Detect patterns in drop-offs and underperforming UI/UX elements.
  • Prioritize hypotheses based on impact and ease of implementation.
  • Correlate insights from media buying platforms with on-site behavior.
  • Work closely with media buyers to understand audience intent versus landing page reality.
  • Ensure message consistency across ads, landing pages, and checkout experience.
  • Propose and lead A/B testing initiatives.
  • Collaborate with designers and developers to implement and test variants.
  • Monitor test results, validate significance, and roll out winning changes.
  • Maintain a holistic view of the customer journey.
  • Constantly seek opportunities for micro and macro conversion improvements.
  • Document learnings and establish a repeatable CRO framework.

 

Requirements:

  • 3+ years of experience in CRO or growth strategy roles.
  • Deep knowledge of user behavior analytics platforms.
  • Experience with A/B testing tools.
  • Understanding of performance ad platforms and the interplay between ad creative and funnel.
  • Solid communication skills to explain findings to non-technical team members.

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