Customer Experience Specialist (m/f/d)_508

Job description

About the Job 

We are embarking on a transformation journey to bring customer centricity into the DNA of our employees and seeking a dynamic Customer Experience Specialist who will help bringing our CX strategy to life. This role will support in designing and implementing the long term vision and strategy for CX across our organization while leading key programs across a global organization.

What you do

• Co-lead, develop, and implement key CX programs like NPS, VoC, and Customer First to deliver on the CX strategy and enhance customer experience for target audiences.
• Optimize and execute ongoing CX programs, collaborating closely with stakeholders across the global organization to ensure business as usual.
• Introduce new channels and data to gain insights into customer journeys, empowering continuous improvement actions and monitoring CX dashboards for ongoing enhancements.
• Champion a customer-centric culture, promoting a company-wide focus on customer experience and fostering employee commitment to exceptional service at all organizational levels.
• Support the development and rollout of customer standards, journey maps, personas, dashboards, and training programs to equip staff with skills for delivering exceptional customer service.
• Leverage technology and drive the adoption of innovative tools and systems, including AI, to enhance efficiency, personalization, and quality of customer interactions while ensuring regulatory compliance.
• Support in identifying, selecting, and managing relationships with external parties for business operations and ad hoc projects, ensuring alignment with organizational goals.

What you bring

•  Strong stakeholder management skills with the ability to effectively communicate and influence stakeholders across the organization, supported by excellent written and verbal communication skills and proficiency in PowerPoint.
• Demonstrated experience in customer experience (CX) and project management, driving initiatives to successful completion through analytical thinking, methodological, conceptual, and consulting skills.
• Expertise in customer experience strategies and tools, including integrating innovative technologies like AI across the customer journey to enhance customer satisfaction.
• Proven success in designing and implementing end-to-end customer journey strategies, with hands-on involvement in addressing and resolving customer pain points using analytical and creative problem-solving approaches.
• Experience in survey design and execution to maximize data gathering across all touches of a customer journey, with familiarity in survey tools, dashboards, and customer feedback platforms.
• Higher education degree in business administration, customer experience management, or a related field, along with 2-5 years of relevant work experience in the Customer Experience area.
• Excellent English language skills, enabling effective communication and collaboration within a global context.

What we offer

·   We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad.

·   We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location).

·   From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered.

·   Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach.