Customer Experience Officer (CXO)

We are looking for a Customer Experience Officer (CXO) who can help improve our retention and conversion rates by optimizing how users interact with our products — from the first touchpoint to the final desired action.

We need someone who truly understands customer needs, can see the product through their eyes, and knows how to make every interaction seamless, intuitive, and engaging.

Key Responsibilities

• Conduct end-to-end audits of customer journeys — from first interaction to final conversion — to identify friction points and improvement opportunities.
• Analyze and optimize UX/UI across websites, landing pages, products, services, and marketing touchpoints.
• Drive improvements in conversion, retention, and engagement metrics.
• Review and refine content, headlines, and creatives to ensure alignment with user intent and behavior.
• Perform competitive analysis — identify gaps and strengths in our funnels, landing pages, and offers compared to competitors.
• Develop and test hypotheses aimed at increasing conversion rates and user satisfaction.
• Collaborate closely with marketing, product, design, analytics, and content teams.
• Build and implement consistent CX standards and strategy across all channels and languages.
• Collect and analyze user feedback to identify trends and opportunities for improvement.

Requirements

• Strong understanding of customer journey mapping — ability to identify key touchpoints, user needs, and opportunities for optimization.
• Copywriting skills — ability to read and improve texts from the client’s perspective to enhance clarity and engagement.
• Experience managing projects related to customer experience optimization.
• Analytical mindset — ability to collect and interpret behavioral data, derive insights, and make data-driven decisions.
• Solid understanding of UX/UI principles and experience using related tools.
• Familiarity with sales funnels and behavioral tracking.
• Ability to identify weak points in UX and propose actionable improvements.
• Understand what motivates users behind specific search queries, clicks, or interactions.
• Strong visual and content sense — ability to evaluate the quality of creatives, social media materials, and landing pages.
• Experience working with international/multilingual audiences.
• English level: Upper-Intermediate or higher (company’s working language).

KPIs

• Growth in CTR, engagement, retention, and conversion rates.
• Improvement of conversion across key funnels.
• Higher user satisfaction scores (NPS, feedback, reviews).
• Consistent and clear brand perception across all touchpoints.
• Increased ROI of paid and organic traffic through customer journey optimization.