CX Specialist

We are looking for a Growth Experience & Personalization Lead to transform Growth Product & Platform capabilities into meaningful, personalized, and measurable customer experiences.

This role combines customer experience (CX), journey design, experimentation, data analytics, and hands-on Martech execution to drive adoption, engagement, and business growth. You will work closely with Product, Data, Tech, and Business teams to identify opportunities, design solutions, build experiences, run experiments, and continuously optimize customer journeys.

Key Responsibilities

Customer Journey & Experience Design

• Design and optimize end-to-end customer journeys across digital touchpoints.
• Identify customer pain points, friction, and growth opportunities.
• Translate customer needs and business objectives into engaging experiences.
• Define triggers, conversation flows, CTAs, and next-best actions.
• Partner with Product, Tech, Data, and Business teams to launch new experiences.

Hyper-Personalization

• Design personalized customer experiences based on behavior and customer context.
• Develop segmentation, targeting, and personalization strategies.
• Define personalization logic and customer eligibility.
• Test and optimize personalized experiences to improve engagement and conversion.

Martech & Journey Execution

• Build and manage campaigns and customer journeys using Braze.
• Configure segmentation, triggers, eligibility rules, suppression logic, personalization, and frequency controls.
• Implement in-app experiences, tracking, deep links, and measurement frameworks.
• Conduct QA/UAT and troubleshoot campaign or journey execution issues.
• Support campaign execution when required.

Experimentation & Optimization

• Develop hypotheses based on customer insights and business performance.
• Design and execute A/B tests and controlled experiments.
• Define KPIs, success metrics, and measurement frameworks.
• Analyze results and recommend scaling, iteration, or optimization opportunities.

Data & Customer Insights

• Analyze customer behavior, journey performance, and touchpoint effectiveness.
• Identify drop-offs, friction points, and growth opportunities.
• Use data to prioritize initiatives and support decision-making.
• Translate insights into actionable recommendations.

Operational Excellence & Innovation

• Develop scalable and reusable growth solutions.
• Improve operational efficiency and reduce manual processes.
• Contribute to new customer experience initiatives and innovation opportunities.
• Leverage new platform capabilities to create measurable customer and business impact.

Requirements

• 4–7+ years of experience in: Growth, CRM / Lifecycle Marketing, Customer Experience (CX), Martech, Product Growth, Digital Product, Customer Journey, Experimentation & Optimization
• Experience working with consumer-facing digital products or mobile applications.
• Experience designing and optimizing customer journeys.
• Experience with experimentation, A/B testing, and performance optimization.
• Experience with CRM or Martech platforms.

Preferred Qualifications

• Experience in Fintech, Payments, E-commerce, Telco, or Consumer Apps.
• Experience with Personalization, Recommendation Engines, or Next Best Action initiatives.
• Product, UX, or Customer Experience background is a plus.

Technical Skills (a plus but not required)

• Hands-on experience with Braze or similar CRM/Marketing Automation platforms.
• Experience with customer segmentation, personalization, and journey orchestration.
• Strong analytical skills with SQL and data visualization tools.
• Experience using Mixpanel, BigQuery, Tableau, Power BI, or similar analytics platforms.