CX Lead Specialist

🏢 Etisalat Egypt
📍 Cairo, EgyptFull-timeOn-site
📅 Posted: 1mo ago🔄 Updated: 1mo ago
CV%
✨ AI Summary
The CX Lead Specialist will manage the end-to-end NPS ecosystem, including data collection, sentiment and statistical analysis, and insight extraction for leadership reporting. This role involves identifying customer lifecycle friction points, proposing data-backed solutions, and leading cross-functional projects to improve customer experience. The specialist will also monitor and mitigate inbound contact rates by analyzing root causes and collaborating with product/operational teams. Additionally, they will serve as the Product Owner for Customer Support software and tools, managing integrations and enhancements, and will maintain the internal Agent Knowledge Base to ensure agents have up-to-date troubleshooting scenarios, policies, and workflows.
Required Skills
Operations, Logistics & Supply Chain
○Operations Management
Finance, Legal & Governance
○Investment Analysis
Science & Research
○Statistical Modeling
Information Technology
○Data Visualization○CRM○Ticketing Systems○Zendesk○Quality Assurance○NIST
Business, Sales & Management
○Progress Reporting○Salesforce○Customer Success○Marketing Strategy○Lead Generation○Real Estate Sales
Productivity & Workplace Tools
○Excel○Google Sheets○PowerPoint
Other
○Google Slides○customer journey mapping○Freshdesk○customer support○cx○inbound calls
Engineering, Construction & Trades
○Site Management
Soft Skills & Professional Competencies
○Leadership
Requirements
What You’ll Need (Experience)Years of Experience: 3–5 years of experience within a Customer Experience (CX),Quality Assurance, or Customer Support Operations environment, with a strong focus ondata analysis or project coordination.Technical Mastery: Advanced proficiency in data visualization and reporting tools(Excel, Google Sheets) and presentation software (PowerPoint/Google Slides) to mapout customer journeys.Tool Administration: Prior experience handling or administrating modern ticketing/CRMsystems and knowledge bases (e.g., Freshdesk, Zendesk, Salesforce).
Description
What You’ll Be DoingEnd-to-End NPS Ownership: Manage the NPS ecosystem. Collect raw survey data,conduct thorough sentiment and statistical analysis, extract meaningful "Voice of theCustomer" insights, and build compelling presentation decks to deliver findings toleadership.CX Initiatives & Projects: Proactively identify friction points in the customer lifecycle,propose data-backed solutions, and spearhead cross-functional projects with otherdepartments to elevate the overall customer experience.Contact Rate Mitigation: Monitor inbound contact rate reasons, analyze the rootcauses behind why customers are reaching out, and collaborate with product oroperational teams to mitigate unnecessary tickets.Systems & Tools Product Owner: Serve as the primary Point of Contact for allCustomer Support software and tools. Manage integrations, communications, andpropose enhancements to ensure seamless performance.Knowledge Management: Own, structure, and maintain the internal Agent KnowledgeBase. Ensure all troubleshooting scenarios, policies, and workflows are completelyup-to-date to help agents provide fast, accurate answers.
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🎯 Overalli74%
⚡ Skillsi85%
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Ontology Match: 85.0
Matched:✓ Requirements Matching✓ Ontology Skills Mapping
📜 Eligibilityi49%
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Local: 19600%
🏗️ Career Fiti91%
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Seniority: 91.0
📋 Requirementsi67%
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Domain: 67.0
🔥 Motivationi78%
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Title Fit: 78.00