Career Levels & Salary Ranges

➡️ Executive

An Executive in the customer experience industry is responsible for making big decisions that shape the overall direction of the company. They focus on creating a vision for how the business can provide the best service to its customers. They also work to ensure that all departments are aligned with customer needs and expectations. This role requires strong leadership skills and the ability to inspire others.

➡️ Director/Head of

A Director or Head of Customer Experience oversees a key part of the company, ensuring that all customer interactions are positive and meet high standards. They develop strategies and plans to improve how customers feel about the company and its services. This role involves managing teams of people, analysing customer feedback, and leading projects that enhance the customer journey.

➡️ Management

Managers in the customer experience sector lead teams that interact with customers regularly. They are responsible for training staff, monitoring performance, and solving problems that arise. Managers help to create a supportive environment where employees can do their best to meet customer needs, and they often implement new ideas to improve service quality.

➡️ Lead/Supervisor

A Lead or Supervisor directly oversees a small team of customer service representatives. They provide guidance, support, and training to ensure that their team delivers excellent service. They also listen to customer calls or read chats to give feedback and help team members develop their skills. This role is focused on day-to-day operations and making sure that customers receive the help they need.

➡️ Specialist
A Specialist in customer experience focuses on a specific area, like handling complaints, product knowledge, or customer feedback analysis. They are experts in their field and provide valuable insights to help improve the overall customer experience. Specialists often work closely with teams to develop solutions for customer issues and enhance service delivery.

➡️ Support
Support staff play an essential role in helping customers with their questions or problems. They work at the front line, answering calls, responding to emails, and chatting online with customers. Their goal is to provide clear and helpful answers, solve problems quickly, and ensure customers have a positive experience with the company.

➡️ Entry Level

Entry-Level positions in customer experience are for people just starting out in the industry. Employees in these roles might work as customer service representatives, answering basic questions and learning about the company’s products and services. They receive training and gain experience while developing their skills to grow into more advanced roles in the future.