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Bosta

Senior Customer Experience Specialist

Cairo , Egypt
full-time

AI overview

Execute NPS improvement projects and data analysis to enhance customer experience, collaborating with various teams to ensure project success and stakeholder engagement.
About Bosta: Launched in 2017, Bosta is an overnight delivery provider for E-commerce companies in Egypt. Leveraging technology to empower businesses is what we do best. Our goal is to disrupt the logistics industry by bringing technology and experience altogether to provide a one-stop-shop for delivery solutions. We rely on advanced technology to deliver orders to our customers in a fast way. Businesses can track and connect with couriers and follow up on their orders - all in one system.   About The Role: Job Code: 2026COMM-194 The Senior Customer Experience Specialist purpose is to execute small and medium-scale NPS/CX improvement projects, conduct in-depth data analysis, close customer feedback loops, and support the full NPS program under the guidance of the CX Transformation Manager. What you’ll be doing:
  • Manage NPS survey segments (e.g., delivery, pickup, claims, insurance experience).
  • Perform root-cause analysis for recurring customer pain points.
  • Break down NPS improvement initiatives into clear project plans with timelines, milestones, and task owners.
  • Coordinate between operations, quality, CS, tech, and product teams to ensure project alignment.
  • Schedule and facilitate project kick-off meetings, follow-up meetings, and status reviews.
  • Monitor project progress, identify risks, and proactively escalate roadblocks.
  • Ensure all stakeholders meet deadlines and deliverables.
  • Create project charters, problem statements, requirement documents, and project closure reports.
  • Communicate clearly with different teams and ensure alignment on project objectives and timelines.
  • Follow up with stakeholders to guarantee tasks are completed and escalations are addressed.
  • Ensure results after implementation to confirm improvements are delivering the expected impact.
    • Who are you?
  • Customer experience knowledge
  • Operations and business analysis experience.
  • Strong analytical skills (Excel, dashboards, simple SQL is a plus).
  • Basic knowledge of NPS
  • Good communication skills.
  • Problem solving mindset.
  • Ability to work with stakeholders and follow up across teams.
  • Attention to detail and structured documentation skills.
    •  Bosta

    Bosta delivery will ship your products anywhere in Egypt. With the fastest courier service in Egypt & Bosta logisitcs you won't worry about delivery or tracking

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