Skills Assessment Library

The Director of Customer Experience leads the development, implementation and evaluation of strategic, tactical and operational customer engagement plans, programs, and initiatives. This role is in charge of overseeing the development and implementation of company-wide initiatives that improve customer relations and brand loyalty. By using their leadership and planning skills, they can come up with goals that can help improve customer experience. Those in this high-level position are responsible for overseeing the progress of different departments, ensuring everyone is working to meet these goals and objectives.

• Leadership
• Strategy
• Customer Acquisition/Retention

The Customer Experience Manager's role is to meet the customer's needs to ensure customer loyalty and satisfaction, both online and in store. A CX manager is responsible for bridging the gap between customers and the brand to ensure that the touch points across the customers' journey are engaging, efficient and effective.

• Leadership
• Collaboration
• Customer Acquisition/Retention

A CX Agent, or customer experience specialist, are responsible for keeping track of multiple stages of the customer journey, interacting with customers across differing channels/platforms, and coordinating with internal stakeholders to ensure a smooth customer experience. They listen to and take on customer feedback, liaise with clients (via email and phone) collect data around processes, and liaise internally to continually work on and improve company processes. This assessment contains 9 questions that test the candidate’s organization skills, ability to actively listen to client needs and feedback, and their attention to detail.

• Attention To Detail
• Organization
• Active Listening

A DevOps Engineer's primary responsibility is to embrace the methodology of combining software development and IT operations lifecycle to work in unison. In practicing this methodology, it enhances the developer’s ability to produce bug-free and high-quality code in a manner that does not hinder any party involved. They will spend a lot of time communicating with developers to understand the problems they are facing but also understands problems they could help mitigate through efficient DevOps work. This assessment contains 13 questions that are designed to test the varying skills of the candidate’s ability to succeed and thrive in the role from a variety of different skills that are relevant.

• Communication
• Customer Experience
• DevOps