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Position Summary
The Customer Experience Specialist is responsible for delivering exceptional customer experiences by supporting one or more specialized areas within the Customer Experience organization. Specialists serve as customer advocates, using customer interactions, analytics, operational insights, and cross-functional collaboration to improve products, services, processes, and overall satisfaction.
Regardless of specialization, every Customer Experience Specialist is expected to represent the Voice of the Customer and contribute to continuous improvement across the business.
Core Responsibilities
Customer Advocacy
Represent the voice of the customer in business decisions
Identify recurring customer pain points
Recommend process and product improvements
Build positive customer relationships
Escalate systemic issues to appropriate stakeholders
Continuous Improvement
Analyze trends and recommend corrective actions
Participate in root cause investigations
Support cross-functional improvement initiatives
Document best practices and standard operating procedures
Measure outcomes and recommend enhancements
Cross-Functional Collaboration
Partner with:
Product Management
Engineering
Quality
Supply Chain
Operations
Sales
Marketing
Legal & Compliance
Information Technology
Data & Reporting
Maintain accurate documentation
Monitor KPIs
Identify trends
Present findings to leadership
Recommend action plans
Mobile App
Acts as the customer advocate for digital experiences across mobile applications and connected products.
Primary Responsibilities
App issue investigation
Customer feedback analysis
Beta testing
App release validation
Engineering coordination
Customer communications
APP Proficiency in IOS and Android
Required Qualifications
Bachelor's degree preferred or equivalent experience
2–5 years of experience in Customer Experience, Customer Support, Product Support, Operations, Analytics, or related field
Excellent communication skills
Strong analytical and problem-solving abilities
Customer-first mindset
Ability to influence without direct authority
Strong organizational skills
Experience working cross-functionally
Preferred Competencies
Lean or Continuous Improvement experience
CRM platforms (Salesforce, Zendesk, etc.)
BI tools (Power BI, Tableau)
Microsoft Office Suite
Project management fundamentals
Data analysis experience
Presentation skills
For employment within the United States, the W.C. Bradley Co. uses E-Verify to confirm the employment eligibility of all newly hired team members. To learn more about E-Verify, including your rights and responsibilities, please visit the U.S. Citizen and Immigration Service at www.uscis.gov/e-verify.
The W.C. Bradley Co. is an Affirmative Action / Equal Employment Opportunity employer.
Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, or veteran status. We support and obey laws that prohibit discrimination where we do business.
Federal law requires the W.C. Bradley Co. to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. If you are interested in applying for employment with the W.C. Bradley Co. and require special assistance or accommodation to complete any part of the application and pre-employment process, please contact our Human Resources Office
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