Customer Experience Specialist – Lost & Bad Orders

About the role

We are looking for a Customer Experience Specialist to own and solve two key problems that directly impact orders and revenue: lost orders and bad orders. This strategic, data‑driven role will diagnose issues, drive fixes, and measure incremental orders recovered.

Key responsibilities

• Map the full customer funnel, segment drop‑offs, quantify revenue impact and partner with Product and Engineering to implement fixes.
• Identify and analyze “silent dissatisfaction” orders, build a root‑cause taxonomy and drive cross‑functional solutions to reduce low‑rated orders.
• Define and own KPIs such as checkout conversion, cart abandonment, bad‑order rate and recovery rate; build dashboards and run experiments.
• Support broader CX initiatives like churn reduction, retention programs and journey redesign.

Required profile

• 3–5 years of experience in CX, product analytics, strategy, growth or consulting, preferably in tech, marketplaces, delivery or e‑commerce.
• Strong analytical mindset with ability to turn ambiguous problems into testable hypotheses and drive initiatives to completion.
• Excellent stakeholder management and communication skills to influence product and ops teams without direct authority.

Required skills

• SQL
• Excel
• BI/dashboarding tools

What we offer

• Global team collaboration and flexible time off.
• Learning budget, access to courses and tools for professional growth.
• Autonomous work environment with agile processes.