Customer Experience Specialist

Commercial Capital Company. • Lenexa, KS

1d

About The Position

The Customer Experience Specialist helps support Commercial Capital Company’s relationship-first approach through intentional experiences that help customers feel valued before, during, and after a deal. This role coordinates experiences such as welcome kits, milestone celebrations, and other brand-aligned touch-points. Working behind the scenes as part of the Marketing team, they partner closely with Customer Operations to ensure the customer experience is consistent, intentional, and aligned with how we do business.

Responsibilities

• Customer Experience Design & Delivery Curate and manage customer welcome kits, funding celebrations, anniversaries, birthdays, and major customer milestones.
• Collaborate with third party vendors to source on-brand materials for gifting while maintaining budget requirements.
• Ensure welcome kits are prepared and shipped within 24–48 hours of funding.
• Execute customer recognition moments consistently and on time in a trackable way.
• Brand Experience & Consistency Own brand experience standards related to: What customers receive How customers are acknowledged How we communicate updates to customers
• Conduct quarterly internal experience audits with the Marketing Manager to ensure consistency across customer touch-points.
• Identify experience gaps and opportunities for improvement.
• Customer Satisfaction & Experience Insights Assist in rolling out customer feedback tools such as surveys, post-funding check-ins, or experience reviews.
• Monitor trends in customer feedback and satisfaction data to identify strengths, risks, and improvement opportunities.
• Share customer experience insights with Marketing, Customer Operations, and Leadership to support continuous improvement.
• Cross-Functional Collaboration Partner with Customer Operations to ensure customer-facing experiences are appropriate and do not conflict with active issues, escalations, or account challenges.
• Translate brand promises into repeatable, scalable customer experiences.
• Advocacy & Content Support Identify customers suitable for testimonials, reviews, and case studies.
• Track review and testimonial participation tied to Customer Experience moments.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed