Customer Experience (CX) Specialist

Company Description

Brave Books is a brand that creates faith-based children's books and media content, focusing on traditional values. The company aims to shape a future generation of Americans who embody freedom, truth, humility, bravery, and compassion. Brave Books equips parents with resources to instill a love of truth in their children and counter harmful, progressive influences.

Customer Experience (CX) Specialist

Reports to: Director of Marketing  

Works closely with: Director of Marketing, Marketing Analyst, Web Team, Product Development Team, Customer Service, Email Marketer 

Job Summary:

The Customer Experience (CX) Specialist is responsible for evaluating and optimizing the entire BRAVE customer journey—from first touch to post-purchase engagement—across all channels and platforms. This role ensures that every interaction a customer has with BRAVE is consistent, compelling, and aligned with our values. Through proactive analysis, cross-functional collaboration, and customer feedback synthesis, the CX Specialist identifies gaps, friction points, and opportunities to improve satisfaction, retention, and brand trust.

Key Responsibilities:

Customer Journey Optimization  

- Conduct comprehensive audits of all customer-facing touchpoints (website, BRAVE+ app, email flows, product packaging, customer service, social media, partnerships, influencer campaigns, etc.) to ensure consistency and excellence  

- Identify gaps or friction in the customer journey using behavior data, feedback, and qualitative insights  

- Maintain a living customer journey map and update it to reflect new campaigns, initiatives, and behavioral trends  

- Collaborate with Marketing team to ensure each customer interaction is seamless, intuitive, and aligned with brand values  

- Contribute to strategic planning meetings to represent the voice of the customer in campaign and product decisions

Insights & Reporting  

- Gather and analyze data from customer reviews, surveys, direct messages, and support tickets  

- Partner with the Marketing Analyst to uncover insights from NPS, CSAT, churn rates, refund trends, and journey drop-off points  

- Build and present regular CX insights reports with recommendations for cross-functional improvement  

- Track changes in CX metrics after new feature launches, campaigns, or UX adjustments

Voice of the Customer (VoC)  

- Build and manage a formal Voice of the Customer program to capture feedback from across platforms and synthesize recurring themes  

- Share learnings with the Director of Marketing and advocate for customer-informed improvements  

- Partner with Customer Service to identify recurring questions or complaints and develop scalable solutions or communication updates

Cross-Functional Collaboration  

- Work with the Creative Team to provide feedback and direction on packaging, visuals, and experience-based creative assets  

- Partner with the BRAVE+ Product Team to evaluate app experience based on behavior data, support tickets, and user feedback  

- Align with Web and Development teams to support A/B testing efforts and ensure frictionless checkouts, landing pages, and navigation  

- Support Influencer, Affiliate, and PR teams to ensure customer-facing collaborations align with the brand and feel seamless to users

Program Development & Innovation  

- Collaborate with the Director of Marketing to implement loyalty-building strategies (surprise and delight tactics, retention efforts, winback campaigns, etc.)  

- Collaborate on post-purchase communication flows and unboxing experiences to drive repeat customers and brand advocacy  

- Stay current on best-in-class CX practices and competitor experiences to continually raise the standard

Requirements:  

• 2–4 years experience in customer experience, brand experience, or journey mapping  
• Proven success in identifying CX gaps and implementing improvements  
• Strong communication, empathy, and storytelling skills  
• Familiarity with CX tools like Zendesk, Yotpo, Hotjar, Skio, or customer journey mapping platforms  
• Ability to analyze customer data and translate it into actionable strategies  
• Collaborative spirit and a proactive, ownership-driven mindset  
• Passion for family-centered brands and mission-driven storytelling

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Expected hours: 40 per week

Marketing Experience: 2-4 years

Ability to Commute: Conroe, TX 77301 (Required)

Work Location: In person

Brave Books offers a competitive salary and regular additional incentives. Full-time employees will be eligible for a benefits package that includes health insurance, dental insurance, vision insurance, PTO, and employee discounts.

We thank all applicants for their interest.