What are the responsibilities and job description for the Customer Experience Specialist - Mobile App position at Char-Broil?
Thank you for your interest in joining W.C. Bradley Co.!
We're excited you're here. Our application system is intuitive and easy to use, and we look forward to learning more about you as you complete your profile and submit your application.
Good luck, and thank you again for applying!
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
Partner with:
Acts as the customer advocate for digital experiences across mobile applications and connected products.
Primary Responsibilities
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
We're excited you're here. Our application system is intuitive and easy to use, and we look forward to learning more about you as you complete your profile and submit your application.
Good luck, and thank you again for applying!
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
- 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
Partner with:
- Product Management
- Engineering
- Quality
- Supply Chain
- Operations
- Sales
- Marketing
- Legal & Compliance
- Information Technology
- Maintain accurate documentation
- Monitor KPIs
- Identify trends
- Present findings to leadership
- Recommend action plans
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
- 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
- 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
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