Customer Experience Strategist

• Raise overall CSAT to 85% or higher.
• Move NPS into positive territory with a target of 20 or better and re-baseline it if the current score is materially different once the program is live.
• Increase average Google review rating to 4.5 stars or better with review volume up 20 to 30% year over year.
• Cut online lead-form and inquiry abandonment by 15 to 20% by removing the highest-friction points identified in journey mapping.
• Reduce average customer effort score by 15% targeting a low-effort experience across lead handling scheduling and move-in.
• Increase referral-driven leads and rentals by 15 to 20% year over year.
• Improve customer retention and reduce avoidable churn by 5 to 10%.
• Stand up a structured Voice of Customer program pulling from at least 5 sources (reviews CSAT NPS CRM feedback website behavior) within 90 days with a monthly reporting cadence.
• Deliver a completed prioritized journey map with a documented friction backlog for each of the three brands within 6 months.
• Deliver monthly actionable CX recommendations to SEO Content Growth Marketing Business Development and Digital Experience with at least 70% adoption within a quarter.
• Maintain consistent enterprise CX standards across FreeUp Storage facilities while allowing local flexibility measured through a standardized quarterly CX audit score.

• Customer-Centricity: Starts from the customers actual experience not the org chart. Notices friction that internal teams have stopped seeing because theyre used to it.
• Diagnostic Thinking: Digs past a symptom (a bad review a drop in conversion) to find the root cause in the journey rather than treating each complaint as a one-off.
• Analytical Rigor: Moves comfortably between qualitative feedback and quantitative data and doesnt let a handful of loud complaints outweigh what the broader numbers show or vice versa.
• Influence Without Authority: Gets SEO Content Growth Marketing Business Development and Digital Experience to act on CX findings without owning any of those teams. Makes the case with evidence not title.
• Continuous Improvement Mindset: Treats CX as an ongoing practice not a project with an end date. Keeps surfacing the next friction point after the last one is fixed.
• Judgment Under Ambiguity: Balances enterprise consistency against real differences between facilities and markets and knows when to hold the standard versus when to flex it.
• Communication & Storytelling: Turns scattered feedback and data into a clear prioritized narrative that non-CX specialists can act on quickly.

• Bachelors degree in Marketing Business Customer Experience Communications Psychology or a related field.
• Minimum years of experience in Customer Experience Digital Experience Marketing Strategy UX or Customer Insights.
• Experience improving customer journeys using data and customer feedback.
• Strong analytical and problem-solving skills.
• Experience working cross-functionally with marketing digital and operational teams.
• Excellent communication and presentation skills.

• Customer journey and experience: customer journey mapping customer experience frameworks service blueprinting journey optimization and persona development.
• Analytics: Google Analytics 4 Microsoft Clarity or Hotjar conversion funnel analysis customer behavior analysis and dashboard reporting.
• Voice of Customer: CSAT NPS customer surveys review management feedback analysis and customer interviews.
• Marketing: digital marketing CRM marketing automation website optimization email marketing and conversion optimization.
• Preferred: HubSpot UX research A/B testing and AI-powered customer insights tools.

• Dedicated home office or professional remote work environment.
• Reliable high-speed internet connection capable of supporting video conferencing and daily business operations.

• Competitive Full-Time Salary:PHP per month

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