The customer service industry is expanding – existing roles are including new responsibilities and new roles are opening up in response to the changing landscape of customer service. As customer expectations grow, companies are incorporating customer experience (CX) into their overall business strategy in order to remain competitive and retain and attract customers. And coupled with digitalization, CX personnel must collaborate across departments to ensure, maintain, and even innovate the technology platform to enable customers to have a seamless end-to-end experience across all touchpoints. These needs have opened up opportunities for CX professionals in upper management positions, and for expanding out the role of those in the mid-level positions to incorporate new needs. We anticipate that these roles continue to evolve and additional new positions to open up.
All customer service jobs can be categorized into the following three subdivisions in a work hierarchy: “top-level management,” “mid-level management”, “lower-level management”, and “employee”.
Top-level management positions generally involve overall business strategy and collaborating with upper management across other departments. Mid-level management positions generally involve more work in creating and overseeing specific strategies in meeting the more overarching goals of top-level management. Operational/employee positions generally involve actual implementation of the strategies created by top and mid-level management, without much input into any strategy. Ideally, those at the front-lines would capture information as to what’s actually happening with customers, and pass that up to their managers at the mid-level level, who would then synthesize that information, and present it to the top-level management, who would then decide how well the strategies defined are going. In this way, commands and directions flow down, and the information from implementation flow back up the business hierarchy.
The following descriptions are pulled from real job postings on LinkedIn, and aggregated and summarized together in order to give a general sample of responsibilities in each hierarchical level in the CX department.