Senior Customer Experience Specialist
Bosta
Customer Service
Cairo Governorate, Egypt
Posted on Dec 19, 2025
About Bosta:
Launched in 2017, Bosta is an overnight delivery provider for E-commerce companies in Egypt. Leveraging technology to empower businesses is what we do best. Our goal is to disrupt the logistics industry by bringing technology and experience altogether to provide a one-stop-shop for delivery solutions.
We rely on advanced technology to deliver orders to our customers in a fast way. Businesses can track and connect with couriers and follow up on their orders - all in one system.
About The Role:
Job Code:
2026COMM-194
The Senior Customer Experience Specialist purpose is to execute small and medium-scale NPS/CX improvement projects, conduct in-depth data analysis, close customer feedback loops, and support the full NPS program under the guidance of the CX Transformation Manager.
What you’ll be doing:
- Manage NPS survey segments (e.g., delivery, pickup, claims, insurance experience).
- Perform root-cause analysis for recurring customer pain points.
- Break down NPS improvement initiatives into clear project plans with timelines, milestones, and task owners.
- Coordinate between operations, quality, CS, tech, and product teams to ensure project alignment.
- Schedule and facilitate project kick-off meetings, follow-up meetings, and status reviews.
- Monitor project progress, identify risks, and proactively escalate roadblocks.
- Ensure all stakeholders meet deadlines and deliverables.
- Create project charters, problem statements, requirement documents, and project closure reports.
- Communicate clearly with different teams and ensure alignment on project objectives and timelines.
- Follow up with stakeholders to guarantee tasks are completed and escalations are addressed.
- Ensure results after implementation to confirm improvements are delivering the expected impact.
Who are you?
- Customer experience knowledge
- Operations and business analysis experience.
- Strong analytical skills (Excel, dashboards, simple SQL is a plus).
- Basic knowledge of NPS
- Good communication skills.
- Problem solving mindset.
- Ability to work with stakeholders and follow up across teams.
- Attention to detail and structured documentation skills.