Customer Experience Specialist

• 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.

• 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.

Familiarity in survey tools, dashboards, and customer feedback platforms.

• Hybrid work model incl. up to 25 days per year working from abroad
• Company bonus scheme, pension, employee shares program and multiple employee discounts
• Career development and digital learning programs
• International career mobility
• Flexible working
• Health and well-being offers, including healthcare and parental leave benefits.