Advance Auto Parts Hiring for Customer Experience Specialist at Hyderabad, Telangana Full Time

Join the Advance Auto Part’s DIY Omnichannel team and reimagine the future of automotive retail shopping. Disrupt the way consumers buy from and engage with auto-parts retailers and join a sophisticated marketing team to take on the industry’s biggest players in this $100B industry.

As a Customer Experience Analyst, you will be part of a team charged with improving the omnichannel experience for all DIY (B2C) customers by analyzing customer feedback. This person will link the CX and ecommerce systems teams to understand, prioritize, and resolve issues impacting our customers’ experience. In addition, this person will support reporting & analytics needs for other areas of the customer journey such as in-store and mobile app feedback.

Primary Duties & Responsibilities:
Triage incoming customer issues using session replays & application/database logs.

Understand customer experience flow on the website & mobile app and explain the issues to others through both verbal and written communications, work flow diagrams.

Manage categorization & prioritization of issues based on customer impact.

Partner with Customer Service team to follow up with customers for additional information or resolution updates.

Work closely with technical teams to prioritize issue investigation & resolution

Report issue types, status updates, causes & resolutions to a cross-functional team of business owners, technical and non-technical resources.

Collaborate with CX stakeholders to connect common issue types to larger CX KPIs & business objectives.

Qualifications:
Bachelor’s Degree in business or related field.

1-3 years of experience in a related field

Strong critical thinking, decision making, troubleshooting and problem-solving skills.

Effective written & verbal communication skills.

Highly collaborative, able to network in a large & spread-out organization and locate resources needed to understand issues and bring quick resolution.

Independent self-starter – this position will report into a US-based team.

Familiarity with Quantum Metric, New Relic, Google Analytics, or similar tools.

Experience with JIRA/Confluence, Visio/Lucid Chart, PowerPoint & Excel for collaboration & communication.

Experience with SQL a plus.