Customer Experience Associate APAC

.## Customer Experience Associate APAC## **Lead Customer Experience Innovation Across the Pacific & Asian Markets**## **Own the End-to-End Customer Journey and Drive Regional Satisfaction & Loyalty****About our Team**LexisNexis is a global organization that provides world-class content and leading-edge technology and software tools. Our objective is to enable customers to quickly find the answers they are searching for and to advance the rule of law.**About the Role**At LexisNexis, you will engage with clients to deliver training and implement effective solutions. These clients include corporate, law firms, barristers, and government departments. Your role will also involve identifying opportunities and building relationships with stakeholders. Additionally, you will be responsible for training customers under your responsibility.**Job Title:** Customer Experience Specialist – Pacific & Asian Markets**Job Summary:**We are seeking a passionate and results-driven **Customer Experience Specialist** to enhance our customers’ journey across the Pacific and Asian markets. This role focuses on optimizing customer satisfaction, engagement, and loyalty by identifying pain points, implementing solutions, and collaborating with cross-functional teams to drive a customer-centric culture. The ideal candidate will have a strong understanding of regional customer behaviors, preferences, and market trends.### **Key Responsibilities:*** Develop and implement CX strategies tailored to the Pacific and Asian markets to improve customer satisfaction and retention.* Analyze customer feedback, surveys, and data to identify trends and improvement areas specific to the region.* Collaborate with teams across marketing, sales, product, and support to create seamless customer experiences.* Design and refine customer journey maps to optimize user interactions within the Pacific and Asian markets.* Proactively identify friction points in the customer experience and recommend process improvements.* Monitor and report key CX metrics, such as NPS, CSAT, and customer churn rates, with a focus on regional insights.* Advocate for customers by addressing their needs and influencing company policies and decisions.* Lead CX training sessions to empower internal teams with customer-centric best practices.* Stay up to date with industry trends and emerging CX technologies relevant to the Pacific and Asian regions.* Ensure cultural and language considerations are integrated into customer interactions and solutions.### **Qualifications & Skills:*** Bachelor's degree in Business, Marketing, Communications, or a related field (or equivalent experience).* A minimum of 2 years of proven experience in a customer experience, customer service, or related role, preferably within the Pacific and Asian markets.* AI fluency is required – ability to understand, interpret, and work with AI-enabled tools, insights, and customer-facing technologies.* Strong analytical skills with the ability to interpret customer data and insights.* Excellent communication and interpersonal skills to foster collaboration across diverse cultural backgrounds.* Ability to manage multiple projects and prioritize tasks effectively.* Experience with CX tools, CRM systems, and customer feedback platforms is a plus.* Fluency in English is required; proficiency in additional languages spoken in the Pacific and Asian regions is highly desirable.* Passion for delivering exceptional customer experiences and driving continuous improvement.### **Work in a way that works for you**We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.**Working for you**We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer: - Discounted Health plan rate and Optical Assistance - Life assurance and income protection - Option to buy additional Annual Leave days - Employee Assistance Program - Flexible working arrangements - Benefits for you and your family - Access to learning and development resources Your recruiter will advise you on the full benefits package for your location**About the Business**LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis and Nexis services.**To learn more about opportunities with LexisNexis or RELX Global, join us here:**https://youtu.be/9e95IMoKSXw***We are looking to fill this role as soon as possible – apply now to be considered.******Thank you for your interest.*** We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our or please contact 1-855-833-5120.**Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams** **.**Please read our .We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.***USA Job Seekers:***.RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.
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