Customer Experience SME

Job Description

Job Role:
The Customer Experience Subject Matter Expert (CX SME) serves as the primary business and customer experience owner for sales and customer platforms. This role ensures strong alignment between Business Units, Commercial teams, IT, and vendors to deliver solutions that meet business objectives while maintaining a consistent and high-quality customer experience.

Key Responsibilities:

1. Ensure shared understanding of scope, objectives, customer impact, and delivery timeline.
2. Lead handshake meetings for testing plans, including scope, roles, and entry/exit criteria.
3. Act as business owner during SIT and UAT phases from a customer experience perspective.
4. Prepare and deliver weekly project status updates, including risks, issues, and dependencies.
5. Own business-side change management processes, including RFC, MOP, and CAB coordination.
6. Validate change impact to customer journey and business operations.
7. Provide business sign-off for deployment readiness.
8. Coordinate post-test stabilization and warranty support.
9. Ensure closure of business issues during warranty period

Educational Background & Experience:

1. Bachelor’s degree in Information Systems, Industrial Engineering, Business Information Technology, or related disciplines.
2. Experience in CX, CRM, sales systems, or digital projects is an advantage.

Hard Skills:

1. Customer journey and business process analysis.
2. Requirement analysis and documentation.
3. Understanding of CRM and sales distribution platforms.
4. Knowledge of testing lifecycle (SIT, UAT) from business perspective.
5. Familiarity with change management processes (RFC, MOP, CAB).
6. Strong documentation and presentation skills.

Soft Skills:

1. Excellent communication and stakeholder management skills.
2. Structured and analytical thinking.
3. Strong prioritization and multitasking capability.
4. High ownership and accountability.
5. Ability to work under pressure.
6. Proactive and customer-centric mindset.