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Customer Experience Specialist

Customer Experience Specialist

Securitas Electronic Security IncElmsford, NY, United States
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Securitas Technology, a division of Securitas, is a global leader in integrated security solutions. With over 13,000 colleagues across 40 countries, we protect, connect, and optimize businesses of all sizes through cutting-edge technologies and unparalleled expertise. Our mission is to make the world a safer place.

About the Role :

Are you passionate about improving client journeys and creating exceptional customer experiences? As our Customer Experience (CX) Specialist, you will play a pivotal role in driving our global CX transformation. Reporting to the Vice President of CX & Digital Experience, you will help build a best-in-class CX program, working closely with cross-functional teams to map, measure, and optimize our end-to-end client experience across all touchpoints.

You will work at the heart of a global program that supports Securitas Technology's Vision 2030 by operationalizing client-centricity, delivering measurable improvements, and influencing long-term business change.

Key Responsibilities :

  • CX Journey Mapping & Service Design :

Facilitate journey mapping workshops across functions (sales, install, service, billing, monitoring), identifying friction points and designing standardized, human-centered processes.

  • Voice of Customer (VoC) Implementation

    • Deploy and manage CSAT and NPS survey programs (e.g. InputKit), working with data teams to visualize insights in dashboards and inform cross-functional actions.

  • Client Health Dashboard Collaboration :

    • Partner with analytics and data science teams to deliver dashboards that integrate operational data, survey scores, and sentiment insights to flag at-risk accounts.

  • Process Documentation & Knowledge Sharing :

    • Support the creation and maintenance of a global CX process repository using SharePoint, ensuring journeys are documented, localized, and accessible.

  • CX Enablement & Governance :

    • Work closely with CX Champions, regions, and business units to standardize best practices, coordinate pilots, and support a global governance model.

  • Chat & Call Touchpoint Ownership :

    • Own and optimize client-facing digital channels including the Drift chat tool and WhatConverts call tracking software, ensuring seamless integration with web journeys, campaign tracking, and reporting.

  • Feedback Loop Activation :

    • Ensure client feedback is acted on through structured workflows. Track closed-loop follow-up and escalate emerging issues to relevant departments.

  • Change Support & Training :

    • Help embed CX thinking in the organization through training, toolkits, and comms. Assist in onboarding new CX tools (e.g. Copilot, Dynamics case modules).Deploy and manage CSAT and NPS survey programs (e.g. InputKit), working with data teams to visualize insights in dashboards and inform cross-functional actions.

  • Client Health Dashboard Collaboration :

    • Partner with analytics and data science teams to deliver dashboards that integrate operational data, survey scores, and sentiment insights to flag at-risk accounts.

  • Process Documentation & Knowledge Sharing :

    • Support the creation and maintenance of a global CX process repository using SharePoint, ensuring journeys are documented, localized, and accessible.

  • CX Enablement & Governance :

    • Work closely with CX Champions, regions, and business units to standardize best practices, coordinate pilots, and support a global governance model.

  • Feedback Loop Activation :

    • Ensure client feedback is acted on through structured workflows. Track closed-loop follow-up and escalate emerging issues to relevant departments.

  • Change Support & Training :

    • Help embed CX thinking in the organization through training, toolkits, and comms. Assist in onboarding new CX tools (e.g. Copilot, Dynamics case modules).

    Required Skills and Qualifications :

    Experience :

  • 3+ years in a customer experience, service design, or journey optimization role, ideally in a B2B, SaaS, or service-based environment
  • Proven success in improving client journeys, building CX programs, or deploying VoC strategies

    • CX Knowledge :

  • Familiarity with CSAT / NPS, journey mapping, closed-loop feedback, and basic CX metrics
  • Understanding of digital and human touchpoints, and how to connect them into a seamless experience

    • Tools :

  • Experience using Microsoft Dynamics (or similar CRMs), SharePoint, and survey platforms (e.g. InputKit, Medallia, Qualtrics)
  • Comfort working with dashboards and reporting tools (e.g. Power BI, Google Looker Studio)
  • Advantageous : Familiarity with AI / Copilot tools, workflow automation platforms (e.g. Power Automate)

    • Skills :

  • Excellent communication and facilitation skills - able to lead workshops and translate complex problems into simple, visual solutions
  • Strong organizational and documentation skills, with attention to detail
  • Collaborative mindset, comfortable working with technical, marketing, operations, and field teams

    • Why Join Us?

    At Securitas Technology, you'll be part of a passionate and forward-thinking team driving global CX transformation. You'll have the opportunity to help build something from the ground up - using real customer data and journey insight to shape how we serve our clients, improve retention, and differentiate in a competitive market.

    We believe customer experience is everyone's responsibility - but you'll be the person that ensures we deliver on that promise.

    Securitas Technology is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

    Securitas Technology Offers Comprehensive Benefits Including

  • Opportunity for annual merit pay increases
  • Medical, Dental, Vision, Life, Critical Illness, and Hospital Indemnity Coverage
  • Company Paid Short Term and Long-Term Disability
  • 401K with 60% Match up to 6% of salary
  • Paid vacation, holiday, and sick time
  • Educational Assistance
  • Exceptional growth opportunities
  • Employee discounts on travel, equipment, and more!
  • Leadership Development Program
  • Management Training Program

    • We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.

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    Customer Experience Specialist • Elmsford, NY, United States