Customer & Employee Experience Specialist

Role overview
Customer & Employee Experience Specialist to establish a regular feedback practice from the company’s early stages. The role will own customer satisfaction (CSAT), employee satisfaction (ESAT), and Net Promoter Score (NPS) surveys, turning feedback into clear actions that improve both
experiences.

Key responsibilities

• Design and run recurring CSAT, ESAT, and NPS surveys at relevant points in the customer and employee journey.


• Set up survey schedules, questions, response tracking, and reporting processes.
  Communicate with customers and employees to encourage participation and gather meaningful feedback.


• Analyse responses, identify trends and areas of concern, and present concise recommendations to leadership.


• Work with business and HR teams to assign follow-up actions and track their completion.


• Monitor changes in satisfaction scores over time and refine the survey approach as the company grows.


• Handle individual feedback with discretion and maintain confidentiality where appropriate.

Requirements

• Around 5 years of experience in customer experience, employee experience, HR engagement, service quality, or a related role.


• Excellent written and verbal communication skills, with confidence engaging both customers and employees.


• Hands-on experience creating surveys, analysing feedback, and presenting findings.


• Strong coordination and follow-through skills.


• Working in a growing organisation and building processes from the ground up