As 2025 approaches, the importance of a strong, digital-first customer experience has never been clearer. Customers expect smooth, seamless online interactions with your brand, from landing on your homepage to the moment they open a package. So, to create an eCommerce experience that keeps people coming back, you need the right team behind the scenes.
Q1 is the perfect time to find top talent for these key customer experience roles. By focusing on hiring (or expanding) team members like UX Designers, Customer Journey Specialists and Customer Service Tech Support, you’ll be setting the stage for a customer experience that stands out. Here’s a look at why these roles matter, plus tips to make sure you’re ready to grab the best candidates.
The UX Designer is the mastermind behind making your website as easy to navigate as it is beautiful to look at. They’re not just making it look good - they’re ensuring that every click, scroll and button is designed with the user’s needs in mind. A well-designed UX keeps customers engaged, lowers bounce rates and ultimately leads to higher conversions.
Why you need a UX Designer now: As eCommerce competition ramps up, even small frustrations in design can cost you a sale. Starting Q1 with a UX Designer on board means you can kick off website upgrades or new features with a dedicated focus on making every customer interaction effortless.
eCommerce recruitment tip: Look for candidates who combine creativity with data-driven decision-making. A strong UX Designer should be comfortable using tools like Google Analytics or Hotjar to track what works and what doesn’t. During interviews, ask candidates to walk you through a past project, from initial user research to final design, to understand their process.
A Customer Journey Specialist takes a big-picture look at how your customers interact with your brand across all touchpoints, from the first visit to the website to follow-up emails post-purchase. Their job is to make sure customers feel valued and understood at every stage of the journey, turning casual buyers into loyal fans. This role is especially vital as eCommerce brands try to keep customer relationships meaningful in an increasingly digital world.
Why you need a Customer Journey Specialist: The more touchpoints customers experience with your brand, the more critical it becomes to ensure a consistent and positive experience. A Customer Journey Specialist will help you identify areas to personalise communication, improve post-purchase follow-ups and streamline processes that make shopping feel smoother.
eCommerce recruitment tip: When hiring a Customer Journey Specialist, look for someone with experience in both customer behaviour and data analysis. Candidates with backgrounds in eCommerce, marketing or CRM systems tend to do well in this role. Ask for examples of times they’ve improved customer journeys and the impact they had on loyalty or retention rates.
Even the smoothest eCommerce operation will occasionally run into bumps. That’s where a skilled Customer Service Tech Support team comes in. These professionals ensure that when issues arise - whether it’s a tech glitch or a shipping delay - customers get the help they need quickly and efficiently. In today’s landscape, where support can make or break a sale, having a dedicated tech support specialist ready to solve issues is invaluable.
Why you need Customer Service Tech Support: eCommerce is 24/7 and customers expect quick answers. Having someone who can troubleshoot technical issues or answer FAQs efficiently can dramatically improve the customer experience and build trust. Tech support doesn’t just solve problems; it reassures customers that you have their back, turning potential frustrations into loyalty.
eCommerce Recruitment Tip: Look for candidates who are not only tech-savvy but also skilled communicators. For customer support roles, it’s just as important to show empathy as it is to have technical knowledge. Ask candidates to role-play handling a common issue to get a feel for their approach to problem-solving and communication style.
Q1 is the ideal time to think about these roles because they set the foundation for an exceptional customer experience throughout the year. We are here to help - click below to start a conversation with our recruitment experts!