Customer Experience Specialist

Job Title: Customer Experience Specialist 

Location: Pearson Manila 

Office Address: 7th Floor, North Tower, Rockwell Business Center, Sheridan corner United Streets, Mandaluyong City 

Work Setup: Office-based with an option to move to hybrid working (2 days per week) upon successful completion of training and probation, and demonstration of the ability to manage responsibilities independently. 

Schedule: 8:00am – 5:00pm UK time 

Please note: Actual schedule may vary depending on business needs. 

About The Role

We’d like to hear from you if you have a passion for operational excellence, business continuity, and delivering exceptional customer experiences. 

As a Customer Experience Specialist, you will play a key role in ensuring operational alignment, resilience, and compliance across customer experience operations. You’ll support the development and execution of business continuity plans, manage escalation processes, and identify opportunities for process innovation that enhance efficiency and service quality. 

This role requires strong collaboration with multiple teams to maintain operational stability, mitigate risks, and drive continuous improvement initiatives that strengthen the overall customer experience. 

Key Responsibilities

Support the development, implementation, and maintenance of business continuity plans and processes. 

Monitor and manage escalation workflows to ensure timely resolution and compliance with standards. 

Identify and recommend process improvements to enhance operational efficiency and resilience. 

Collaborate with cross-functional teams to align processes and ensure seamless service delivery. 

Assist in risk assessments and readiness planning for critical business operations. 

Prepare and maintain documentation related to continuity, compliance, and escalation processes. 

Track and report on key operational metrics and provide insights for decision-making. 

Contribute to continuous improvement initiatives across customer experience operations. 

Experience & Skills

Experience in business continuity, operations support, or process improvement roles. 

Strong organizational and problem-solving skills with attention to detail. 

Ability to analyze processes and identify opportunities for optimization. 

Excellent communication and collaboration skills. 

Proficiency in MS Office tools (Word, Excel, PowerPoint); familiarity with workflow or risk management tools is a plus. 

Ability to work independently and manage multiple priorities in a fast-paced environment. 

Adaptability to evolving business needs and priorities. 

Additional Information

Line of Business Movement: Employees may be reassigned to different LOBs depending on operational needs. 

Probation Period: Hybrid working is available only after a minimum 3-month probation period, subject to manager approval. 

Team Calibration: Office-based calibration is essential to foster collaboration, knowledge sharing, and team cohesion. 

• Your Rewards & Benefits 
• Day 1 Health Care Coverage with up to 2 dependents 
• Competitive Retirement Plan – Pearson doubles your contribution 
• Volunteering Days and Employee Wellbeing Assistance 
• Annual Pay Increase and Performance Bonus