Customer Experience Specialist

Job Summary

The Customer Experience Specialist supports the execution, monitoring, and reporting of customer service and experience standards across MR.DIY stores. The role conducts field audits, collects and analyzes customer insights, supports service quality programs such as mystery shopping and surveys, and provides on-ground coaching to stores to enhance customer engagement and experience.

Responsibilities

• Store Service Audits & Field Monitoring: Conduct field audits to evaluate service quality, customer handling, store ambiance and cleanliness, and merchandising execution that impacts customer experience. Document findings and follow through on corrective actions.
• CX Standards & Script Implementation: Assist in implementing customer service scripts, standards, and protocols in stores. Coordinate with Area Managers and Store Leaders to ensure adoption and compliance.
• Customer Feedback & Insights Support: Gather and consolidate ...