Customer Experience Manager

Customer Experience (CX) Workflow Tester ensures that the digital and human interactions a customer has with a company are seamless, efficient, and satisfactory. They test the end-to-end journey, focusing on usability, functionality, and emotional response to improve customer retention.

Key responsibilities for a CX Workflow Tester include:

Mapping and Validating Customer Journeys: Creating and testing end-to-end journey maps, from initial touchpoints (website visit, ad) to final goals (purchase, support resolution) to ensure a seamless, cohesive experience.

Usability and Functional Testing: Testing applications to ensure they are user-friendly, intuitive, and function as intended across different devices and scenarios.

Workflow Simulation: Simulating real-world user behavior, including high-traffic, low-bandwidth, or complex customer paths, to identify bottlenecks.

AI Agent and Bot Calibration: Configuring and testing AI-powered tools or chatbots to ensure they provide accurate responses, maintain brand tone, and handle, not escalate, simple issues.

Analyzing Customer Feedback and Data: Reviewing customer feedback, surveys (NPS, CSAT, CES), and support tickets to identify pain points and areas for improvement.

Documenting and Reporting Issues: Creating detailed records of bugs, usability issues, and friction points in the customer journey and communicating these to product and development teams.

Performance Benchmarking: Collaborating with stakeholders to establish performance benchmarks (e.g., page load times, response speed) and testing to ensure those metrics are met.

Cross-Functional Collaboration: Working with CX strategy, marketing, sales, and product development teams to ensure a consistent, customer-centric approach.

Required Skills

Technical Proficiency: Familiarity with CRM systems (e.g., Salesforce, HubSpot), analytics tools (e.g., Tableau, Power BI), and session recording tools (e.g., Hotjar)