Senior CX Operations Specialist

il y a 1 jour

Casablanca, Casablanca-Settat, Maroc Arrow Electronics Temps plein 40 000  - 80 000  par an
Position:Senior CX Operations SpecialistJob Description:

The Senior CX Operations Specialist is responsible for the operational execution of our global listening programs—Voice of Customer (VoC), Voice of Partner (VoP), and Voice of Engineer (VoE). This role ensures that feedback systems are standardized, integrated, and governed in a way that enables high-quality, reliable insights across the digital organization.

This is a hands-on role focused on managing the tools, workflows, and data connections that power experience feedback—ensuring consistency, accuracy, and accessibility of insights to support continuous improvement in our products and services.

Senior CX Operations Specialist

What will you be doing at Arrow?

  • Manage Listening Program Operations (VoC, VoP, VoE):
    • Administer and execute survey deployments, feedback routing, and tagging logic across all listening programs.
    • Maintain standardized templates, taxonomies, and processes to support consistent and repeatable data capture.
  • System & Platform Ownership:
    • Configure and maintain VoC platforms such as Qualtrics or Medallia, including survey logic, user permissions, and system health.
    • Monitor performance and troubleshoot feedback system workflows across digital and offline channels.
  • Data Quality, Tagging, & Governance:
    • Ensure all feedback data is clean, properly segmented, and mapped for downstream reporting.
    • Maintain naming conventions, segmentation rules, and tagging structure across global feedback touchpoints.
  • Business System Integration:
    • Work with IT and data teams to integrate feedback into systems like Salesforce, Oracle, or Power BI.
    • Conduct data audits and QA to ensure integrity and flow across tools.
  • Reporting Support & Insight Distribution:
    • Maintain dashboards and operational reporting to support functional teams in accessing relevant insights.
    • Support feedback loops by ensuring timely and accurate delivery of recurring reports to stakeholders.
  • Internal Collaboration & Enablement:
    • Partner with product, UX, support, and marketing teams to align feedback operations to business needs.
    • Provide documentation and guidance on survey operations, feedback processes, and tool usage.

What we are looking for:

  • 4–6 years of experience in CX operations, systems administration, business operations, or digital tools support
  • Hands-on experience managing listening tools such as Qualtrics, Medallia, or equivalent platforms
  • Strong understanding of feedback data governance, standardization, and tagging
  • Experience working with system integrations and data flows between platforms (e.g., CRM, ERP, BI tools)
  • Proficient in Excel and comfortable supporting reporting and data QA processes
  • Excellent attention to detail, organizational skills, and documentation practices
  • Strong communication and cross-functional coordination skills
  • Business fluency in English at least on C1 level.

What is in it for you?

  • Full Permanent contract
  • Social advantage: CNSS, CIMR, Health insurance
  • Very good working atmosphere in a team of passionate collaborators
  • Work culture where you can make an impact
  • Working within an international organization, recognized worldwide in its sector.

Arrow is an equal opportunity employer and is committed to creating an inclusive and diverse working environment by providing equal employment opportunities for all qualified persons. 

Do you see yourself as our future colleague? If yes – send us your application.

#LI-KA1

Location:MA-Casablanca, Morocco (Boulevard Al Quods)Time Type:Full timeJob Category:Business Support

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