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About the role
Key responsibilities & impact- Lead Service Design and Customer Experience (CX) initiatives, considering the end-to-end customer journey from acquisition through ongoing relationship management.
- Compile, organize, and analyze existing inputs such as:
- Voice of the Customer (VoC)
- historical surveys and customer feedback
- internal studies and previous evaluations
- Plan and facilitate customer listening initiatives with customers and stakeholders, including:
- interviews
- qualitative and quantitative research
- Map customer journeys, identifying:
- pain points
- process bottlenecks
- opportunities for improvement and optimization
- Support the definition and evolution of the desired experience model, considering:
- unified vs. segmented experience strategies
- differentiation by customer profile and stage in the journey
- Create and structure:
- prioritization matrices
- initiative timelines with short-, medium-, and long-term actions
- Support initiatives aimed at strengthening and promoting a customer-centric culture across the organization.
- Collaborate cross-functionally with internal teams, monitor initiative execution, and ensure quality, consistency, and strategic alignment across deliverables.
- Demonstrate openness to leveraging AI-driven tools and emerging technologies to increase productivity, insight generation, and decision-making, applying critical thinking and sound judgment in their use.
Requirements
What you’ll need- Solid experience in Customer Experience (CX) and Service Design
- Strong knowledge of Design Thinking, user research, and workshop facilitation
- Ability to act with analytical neutrality, avoiding internal biases
- Experience in complex, multidisciplinary organizational environments
- Ability to translate qualitative data into strategic insights
- Ability to structure executive documents and strategic guidelines
- Experience with design and collaboration tools such as Miro, Figma, journey maps, empathy maps, and needs maps
Benefits
Comp & perks- Flexibility, with remote and hybrid work options (dependent on country)
- Career advancement opportunities, including international mobility and professional development programs
- Learning and development, with access to cutting-edge tools, training, and industry experts
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Experience (CX)Service DesignDesign Thinkinguser researchworkshop facilitationqualitative data analysisstrategic insightsexecutive document structuringprioritization matricesinitiative timelines
Soft Skills
analytical neutralitycritical thinkingsound judgmentcollaborationcustomer-centric culture promotioncross-functional collaborationopenness to emerging technologiesprocess optimizationcommunicationrelationship management