Customer expectations have changed significantly since the onset of the COVID-19 pandemic. Today, customers expect more from companies than ever before. How companies like yours interact with customers, and the experience you cultivate is now of the utmost importance. In fact, 73% of customers expect companies to understand their personal needs and expectations.
Part of creating a top-notch customer experience is ensuring your team has the right talent. Let’s discuss why customer experience professionals play an essential role in business and which ones you should hire in 2025!
What is a Customer Experience Professional?
Customer experience (CX) professionals exist to provide both current and prospective customers with world-class customer service. There are many different types of customer experience professionals, but common job responsibilities include identifying customer needs, responding to customer questions and concerns, and collaborating with internal departments to help optimize the customer’s experience. At its core, the role involves helping customers get the services they need and increasing brand engagement and loyalty.
While your business’s customer service needs are unique to your operations, here are five popular types of CX roles to consider hiring at your company.
1. Customer Data Analyst
- The role: A customer data analyst is responsible for interpreting and analyzing customer behavior, trends, and preferences. This data can help give you insight into how your customers are interacting with your brand and what they need to succeed. Customer data analysts can then use these data-driven insights to suggest changes to customer experience strategies with the goal of enhancing their customer satisfaction.
- Why you should hire a customer data analyst: When you work with customers, you’ll have access to a large pool of data. You’ll need a trained specialist to go through this data and pull out insights to help inform your overall customer experience strategy.
2. Customer Journey Specialist
- The role: A customer journey specialist is responsible for mapping out the customer’s journey and experience throughout their interactions with your company. In this process, they aim to uncover pain points or areas for improvement, and then pass along suggestions for changes to improve the overall customer experience.
- Why you should hire a customer journey specialist: Unless you invest resources in evaluating how customers interact with your company, you may be unaware of any problems or pain points customers experience. In today’s times, where customers are expecting more from companies than ever before, you want to ensure that the entire process and interaction is seamless for the customer.
3. Customer Support Specialist
- The role: A customer support specialist is responsible for providing courteous and professional customer service when interacting with customers. Oftentimes, customer support specialists deal with customer inquiries, concerns, and complaints.
- Why you should hire a customer support specialist: Whether your company provides a service or sells goods, you’ll want to ensure you have trained customer support specialists to field customer complaints, concerns, and inquiries. Having these types of specialists on your team can help improve the overall customer experience, as there’s someone to go to that’s dedicated to listening to their needs and helping solve them.
4. Digital Experience Strategist
- The role: A digital experience strategist is responsible for optimizing a customer’s digital experience and interactions with your business. This role may be asked to review website design, working to improve user interfaces, and checking mobile app compatibility.
- Why you should hire a digital experience strategist: As the world continues to go more digital and digital interactions become more crucial, having a dedicated team member focus on optimizing customers’ digital interactions will be essential for ensuring a pleasant experience.
5. Customer Training and Development Manager
- The role: A customer training and development manager is responsible for training all customer-facing employees on how to properly interact with customers and promote a customer-centric environment at the organization. The role’s duties also may include developing resources proactively and pulling data insights to better understand what customers need.
- Why you should hire a customer training and development manager: In a time when customers are fickle and quick to leave a company if their needs aren’t met, or they have a poor experience, having a manager whose sole responsibility is training and developing employees to interact with customers is essential.
Customers Needs Should Be a Priority
It’s undeniable that keeping customers happy translates to higher retention numbers. Focusing resources on building out a robust team of customer experience professionals at your company can go a long way in boosting overall customer satisfaction.