Senior Customer Experience Specialist

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-195 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.