Customer Experience Specialist

Lenexa, KS - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Role Summary

The Customer Experience Specialist helps support Commercial Capital Companys relationship-first approach through intentional experiences that help customers feel valued before during and after a deal.

This role coordinates experiences such as welcome kits milestone celebrations and other brand-aligned touch-points. Working behind the scenes as part of the Marketing team they partner closely with Customer Operations to ensure the customer experience is consistent intentional and aligned with how we do business.

Key Responsibilities

Customer Experience Design & Delivery

Curate and manage customer welcome kits funding celebrations anniversaries birthdays and major customer milestones.
Collaborate with third party vendors to source on-brand materials for gifting while maintaining budget requirements.
Ensure welcome kits are prepared and shipped within 2448 hours of funding.
Execute customer recognition moments consistently and on time in a trackable way.

Brand Experience & Consistency

Own brand experience standards related to:
- What customers receive
- How customers are acknowledged
- How we communicate updates to customers
Conduct quarterly internal experience audits with the Marketing Manager to ensure consistency across customer touch-points.
Identify experience gaps and opportunities for improvement.

Customer Satisfaction & Experience Insights

Assist in rolling out customer feedback tools such as surveys post-funding check-ins or experience reviews.
Monitor trends in customer feedback and satisfaction data to identify strengths risks and improvement opportunities.
Share customer experience insights with Marketing Customer Operations and Leadership to support continuous improvement.

Cross-Functional Collaboration

Partner with Customer Operations to ensure customer-facing experiences are appropriate and do not conflict with active issues escalations or account challenges.
Translate brand promises into repeatable scalable customer experiences.

Advocacy & Content Support

Identify customers suitable for testimonials reviews and case studies.
Track review and testimonial participation tied to Customer Experience moments.

Required Experience:

Role SummaryThe Customer Experience Specialist helps support Commercial Capital Companys relationship-first approach through intentional experiences that help customers feel valued before during and after a deal.This role coordinates experiences such as welcome kits milestone celebrations and other ...