The Consumer Experience Specialist manages escalated consumer claims and issues with accuracy, supports legal documentation, and identifies product trends, ensuring a high-quality customer journey.
About Us
SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people's lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja, the company has a proven track record of bringing disruptive innovation to market and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 4,100 associates, the company's products are sold at key retailers, online and offline, and through distributors around the world.
Consumer Experience Specialist
Leeds / Hybrid - 3 days per week from the office (LS15 8ZB)
About the role
In this role, you will serve as the subject matter expert for all high‑priority escalations, including legal settlements. You will manage sensitive consumer issues, claims, and injury reports with accuracy and professionalism, while identifying and communicating product trends to the appropriate teams. You will also deliver clear, high level summaries of key findings and emerging themes.
Additionally, you will support CX leadership and product teams by responding to requests that help inform customer centric decisions.
Claims & Escalations Management
Ad‑hoc Requests•
This position plays a critical role in shaping the consumer journey and representing our Brand with care and integrity.
What You'll Bring:
#LI-HYBRID
Our Culture
At SharkNinja, we don't just raise the bar-we push past it every single day. Our Outrageously Extraordinary mindset drives us to tackle the impossible, push boundaries, and deliver results that others only dream of. If you thrive on breaking out of your swim lane, you'll be right at home.
What We Offer
We offer competitive health insurance, retirement plans, paid time off, employee stock purchase options, wellness programs, SharkNinja product discounts, and more. We empower your personal and professional growth with high impact Learning Programs featuring bold voices redefining what's possible. When you join, you're not just part of a company-you're part of an outrageously extraordinary community. Together, we won't just launch products-we'll disrupt entire markets.
At SharkNinja, Diversity, Equity, and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja's innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.
Learn more about us:
Life At SharkNinja
Outrageously Extraordinary
SharkNinja Candidate Privacy Notice
We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation, and local law. SharkNinja will consider reasonable accommodations consistent with legislation, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture at [email protected]
SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people's lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja, the company has a proven track record of bringing disruptive innovation to market and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 4,100 associates, the company's products are sold at key retailers, online and offline, and through distributors around the world.
Consumer Experience Specialist
Leeds / Hybrid - 3 days per week from the office (LS15 8ZB)
About the role
In this role, you will serve as the subject matter expert for all high‑priority escalations, including legal settlements. You will manage sensitive consumer issues, claims, and injury reports with accuracy and professionalism, while identifying and communicating product trends to the appropriate teams. You will also deliver clear, high level summaries of key findings and emerging themes.
Additionally, you will support CX leadership and product teams by responding to requests that help inform customer centric decisions.
Claims & Escalations Management
- Review and validate all consumer claims to confirm the accuracy of the issue reported.
- Act as the primary point of contact for Legal, providing requested data and documentation.
- Lead the end‑to‑end management of high‑priority escalations, including:
- Validating claim legitimacy
- Offering settlements where appropriate
- Approving agreed settlement terms
- Declining settlements when claims do not meet validity criteria
Ad‑hoc Requests•
- Support executive‑level escalations.
- Conduct reviews and assessments for Legal upon request.
- Support our outsource partners with all property damage claims.
This position plays a critical role in shaping the consumer journey and representing our Brand with care and integrity.
What You'll Bring:
- Demonstrate confidence, strong organisation, and exceptional attention to detail.
- Follow established processes efficiently and accurately, while identifying opportunities to enhance them.
- Collaborate effectively and maintain strong working relationships across teams.
- Consistently put the consumer at the centre of decisions and communications.
- Proactively identify issues and resolve or escalate them as needed.
- Communicate clearly with excellent professional written and verbal skills.
- Show resilience, flexibility, adaptability, and openness to change.
- Approach challenges with positivity and a solutions focused mindset.
#LI-HYBRID
Our Culture
At SharkNinja, we don't just raise the bar-we push past it every single day. Our Outrageously Extraordinary mindset drives us to tackle the impossible, push boundaries, and deliver results that others only dream of. If you thrive on breaking out of your swim lane, you'll be right at home.
What We Offer
We offer competitive health insurance, retirement plans, paid time off, employee stock purchase options, wellness programs, SharkNinja product discounts, and more. We empower your personal and professional growth with high impact Learning Programs featuring bold voices redefining what's possible. When you join, you're not just part of a company-you're part of an outrageously extraordinary community. Together, we won't just launch products-we'll disrupt entire markets.
At SharkNinja, Diversity, Equity, and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja's innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.
Learn more about us:
Life At SharkNinja
Outrageously Extraordinary
SharkNinja Candidate Privacy Notice
- For candidates based in all regions, please refer to this Candidate Privacy Notice.
- For candidates based in China, please refer to this Candidate Privacy Notice.
- For candidates based in Vietnam, please refer to this Candidate Privacy Notice.
We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation, and local law. SharkNinja will consider reasonable accommodations consistent with legislation, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture at [email protected]
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