Customer Experience (CX) Optimization Specialist
Summary
Builds and maintains CX dashboards and automates workflows using SQL, BigQuery, Tableau, and Freshworks tools to improve customer support operations.
Responsibilities:
Own CX operational reporting and dashboards.
Build automated reports using SQL, BigQuery, and Tableau.
Administer the Freshworks suite (Freshdesk, Freshchat, Freshcaller), including workflows, automations, bot flows, tags, and reporting.
Drive CX automation and process improvement initiatives.
Partner with Product and Engineering to resolve customer pain points and implement improvements.
Lead weekly CX governance meetings and track action items to closure.
Monitor CX KPIs / OKRs and identify improvement opportunities.
Requirements
Bachelor's degree in a relevant field.
3+ years' experience in CX Operations, Contact Centre, Business Operations, Business Intelligence, or Process Improvement.
Strong SQL and BigQuery experience.
Strong Tableau dashboard development experience.
Hands-on experience with Freshdesk/Freshchat/Freshcaller or other Freshworks products.
Strong stakeholder management and project coordination skills.
Experience working with Product and Engineering teams.
Experience in a Customer Experience or Contact Centre environment is an added advantage.
https://jobs.workable.com/view/jvaaRwzgufnXBrG5fQt46N/hybrid-customer-experience-(cx)-optimization-specialist-in-lagos-at-fairmoney