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 organization. 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.