customer journey manager

Lloyds Technology Centre

<div></div><div><div>End Date</div>
Saturday 29 November 2025<div></div><div><div>
We Support Flexible Working &ndash; Click here for more information on flexible working options</div></div><div></div><div>
Flexible Working Options</div>
Hybrid Working<div></div><div>
Job Description Summary</div>
Work for Lloyds Technology Centre who are part of Lloyds Banking Group, the UK's largest digital bank, where you&rsquo;ll make a genuine difference, be able to develop yourself and be part of a culture where everyone's contribution is recognised.<br>
<br>
Opportunity to be a part of a mission; shaping finance as a force for good - Lloyds Banking Group&rsquo;s mission is to create a sustainable and inclusive future for people and businesses, shaping finance as a force for good. We, at Lloyds Technology Centre, play a key part in delivering this*. We are also guided by our values in shaping the way we work and how we make decisions. This creates an environment where colleagues love to work and can make a positive impact.<br>
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Range of exclusive benefits and rewards - We value your contributions and will ensure that your total reward experience reflects the expertise you bring and impact you create. We also strive to provide a holistic proposition that meets your wellbeing needs. Our total reward practices help us create an ecosystem where you can thrive, ensuring your essential needs are met so you can focus on your personal growth and future success.<br>
<br>
Career elevating opportunities - At Lloyds Technology Centre, you will be empowered to take charge of your career journey through personalized career mentorship from experienced mentors, leadership development programs, and stretch assignments. You will be able to access opportunities for continuous learning and exposure to new experiences through job shadowing and cross-functional collaboration on projects.<br>
<br>
Future skill building opportunities &ndash; Being part of Lloyds Banking Group, who are known for their market leading practices in learning and development, Lloyds Technology Centre is committed to help you achieve your personal and professional aspirations. You will have access to role specific learning pathways &amp; training, targeted accelerated development programs and professional certifications &amp; qualifications.<br>
<br>
Inclusive and diverse workplace - At Lloyds Technology Centre, you will be part of an inclusive workplace where everyone feels valued, respected, and empowered. We embrace and celebrate diversity at every level of our workforce, valuing and respecting you for your unique identity.<div></div><div>
Job Description</div><div><div>
What you&rsquo;ll do:</div></div><div></div><div><div><br>
The Adviser Waterfront Lab is responsible for maintaining and developing a range of digital applications and services that enable Financial Advisers to help their clients plan and manage their financial future. These include the Adviser Extranet with over 20,000 active users, Adviser Data Services that integrate directly into advice firm back offices, the CRM systems IP&amp;I Distribution colleagues use to manage and grow relationships with firms and the agency management systems that underpin financial advice firms&rsquo; relationships with Scottish Widows. Looking forward, we have ambitious plans to transform the Adviser experience, building new services and capabilities while modernising our technology to make our digital services a real differentiator in the market, in doing so contribute to IP&amp;I&rsquo;s growth ambitions.</div><div></div><div><div>
We deliver a variety of initiatives using agile tools and methods to iteratively release value for Advisers and the Group, aligning to our purpose of Help Britain Prosper; the Lab and our colleagues are making a difference individually and collectively, through the work we do to get the right outcomes. You'll collaborate with the wider business and your team in crafting, building and delivering initiatives that achieve outstanding customer results.</div></div><div></div><div><div>
What you&rsquo;ll need:</div></div><div><ul><li><div>
The CJM plays a crucial role in product development, working with the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key leading role in making sense of this insight and factoring it into prioritisation approaches and design choices.</div><div><div><ul><li><div><br>
You're the voice of Advisers, possessing a deep understanding of their journey and representing them with a clear and authoritative voice. You'll play a pivotal role in shaping new digital journeys that support financial advisers to help their clients across the breadth of IP&amp;I propositions.</div></li></ul></div><div><ul><li><div>
Use data, management information (MI) and a range of insight tools to pinpoint areas for improvement, focusing on changes that will drive significant benefits for the customer. Continuously evaluate the efficiency of the journey from both customer and business perspectives, embodying a mentality of continuous improvement.</div></li></ul></div><div><ul><li><div>
Build detailed customer journey maps in a range of tools to communicate information concisely, cultivate a shared vision from the customer&rsquo;s perspective, connect the dots across the organisation, and build consensus on the best ways to enhance the customer experience. Co-ordinate cross functional alignment on customers journeys and ensure that they are thoroughly understood and well-documented, and that the feature team accurately translates these journeys during the build phase.</div></li></ul></div><div><ul><li><div>
Collaborate closely with Product Owners to shape the roadmap, aligning it with the needs and expectations of both the customer and the business.</div></li></ul></div><div><div>
Skills needed for this role:</div></div></div><div><div><ul><li><div>
You have experience as a customer journey manager in financial services.</div></li></ul></div><div><ul><li><div>
You have a consistent track record of delivering successful products using agile methodologies and tools or have a passion to learn.</div></li></ul></div><div><ul><li><div>
Strong knowledge of the contact centre domain, including the operational, technical, and regulatory aspects.</div></li></ul></div><div><ul><li><div>
Excellent communication, collaboration, and stakeholder management skills.</div></li></ul></div><div><ul><li><div>
A creative and analytical mindset, with the ability to think strategically and tactically.</div></li></ul></div><div><ul><li><div>
You intimately understand building dynamic and data driven web applications.</div></li></ul></div><div><ul><li><div>
You're able to work without supervision and offer mentorship and leadership to others.</div></li></ul></div><div><ul><li><div>
Working in an agile organisation is something that motivates you.</div></li></ul></div><div><ul><li><div>
You have effective communication skills and can clearly present ideas and provide direction to others.</div></li></ul></div><div><div><br>
<br>
Don&rsquo;t worry if you don&rsquo;t tick all these boxes; we&rsquo;re open minded and keen to invest in enthusiastic and positive people!</div></div><div><div>
About working for Lloyds Technology Centre:</div></div><div><div>
Our new technology centre in Hyderabad will be home to highly skilled technology and data specialists who will be driving our transformation and delivering great outcomes for Lloyds Banking Group&rsquo;s customers. Our office is situated in a sought-after location that features easy transport links and excellent facilities, all aimed at enabling you to achieve a great work-life balance.</div></div><div><div>
Working with us means being part of our aspirational and transformative journey of redefining the fintech landscape, while building an organisation that welcomes all. We&rsquo;re committed to providing an exceptional employee experience through our policies, practices, and development opportunities to support you in achieving your potential.</div></div><div><div>
This is a once in a career opportunity to shape your future and help us make our mark in India. Are you ready to help shape your future, as well as ours? Join us and grow with purpose.</div></div></div></li></ul></div></div></div><div></div>

Customer Journey Manager

AlJazira Bank | بنك الجزيرة

<div>
 <p>
  <strong>
   Responsibility:
  </strong>
 </p>
 <ul>
  <li>
   Recommend CX Journey Design strategy and roadmap for different customer segments/products and support its implementation
  </li>
  <li>
   Support the implementation of the Strategic initiatives related to Customer Journey design in alignment with different Stakeholders
  </li>
  <li>
   Map the current customer journey and design the target customer journeys for different customer segments/products across the touch points in alignment with stakeholders.
  </li>
  <li>
   Facilitate journey design thinking sessions and work together with customers and internal stakeholders to redesign the customer journey for different customer segments &amp; products
  </li>
  <li>
   Optimize, test and validate customer journeys, using voice of customer insight and data to define new customer experiences.
  </li>
  <li>
   Align with IT/Technology and Digital Transformation department on the automation of Customer Journey related requirements to ensure its proper implementation
  </li>
  <li>
   Participate in the Retail &amp; Corporate Products &amp; Services value chain (product design, product development, life cycle management etc.) to define the customer experience requirements and its implementation to achieve Product Excellence.
  </li>
  <li>
   Own and manage all CX Journey design related policies and processes and make sure it is up to date based on business requirements
  </li>
  <li>
   Performs other responsibilities and tasks as directed by the reporting manager in order to meet organizational objectives.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Requirements:
  </strong>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Marketing or a relevant major.
  </li>
  <li>
   Around +4 years of experience with a preference 2 years of experience in a relevant role.
  </li>
  <li>
   Prior experience in Customer Experience Management or a relevant field.
  </li>
 </ul>
</div>


Customer Excellence Journey Design Manager

Modon

<div>
 <p>
  <strong>
   <u>
    Job Purpose
   </u>
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  The Sr. Manager - Customer Experience will play a key role in enabling Modon to deliver exceptional customer experience its global portfolio across various lines of business that include real estate, hospitality, community and asset management, events and other sectors. The role will work closely with cross-functional teams to enhance and elevate customer journeys.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Roles, Responsibilities, Duties
   </u>
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  1- Consumer research and insights
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Ensure regular and cost-effective solutions to provide Modon leadership and stakeholders with visibility on consumer trends and insights that enable the business to make decisions on customer journeys, product &amp; service definition and improvements, digital and AI needs and wants, etc. This entails commissioning primary research, data analytics of Modon consumer data, benchmarking and other solutions.
  </li>
  <li>
   Ensure the global Voice of Customer programme is run for all B2C customer groups of Modon, data corelated with other performance indicators to understand opportunities and challenges, and analysis presented to operational teams and leadership to continuously improve performance.
  </li>
  <li>
   Ensure customer satisfaction of B2B customer groups is reviewed, data corelated with other performance indicators to understand opportunities and challenges, and analysis presented to operational teams and leadership to continuously improve performance.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  2- CX Product &amp; Service Development
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Work with product owners to develop and update product/service definitions including execution of research/surveys, stakeholder workshops, customer journey mapping, digital and AI interfaces, documentation, etc.
  </li>
  <li>
   Ensure development of customer journeys that uncover customers functional needs, emotional needs, physical and digital interfaces to support product &amp; service development or enhancements.
  </li>
  <li>
   Support the product owners in idea, concept and product testing.
  </li>
  <li>
   Provide project management support as required to product/service development or enhancements.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Qualification
   </u>
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s or master&rsquo;s degree (or equivalent) in Business Management or related fields.
  </li>
  <li>
   Certified Customer Experience Professional (CCXP) or equivalent certifications.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Experience
   </u>
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   10+ years of experience in a similar role preferably in a real estate industry, destination management, tourism.
  </li>
 </ul>
</div>


Senior Manager - Customer Experience

Virtucruit

<p>VirtuCruit is partnering with a leading Saudi group to launch an automotive platform headquartered in Riyadh. We are seeking a Customer Experience Director to design a world-class customer journey and service culture.</p><p><b>Role Overview</b></p><p>The CX Director will establish customer experience frameworks, build omnichannel support, and ensure exceptional service delivery from launch.</p><p><b>Key Responsibilities</b></p><ul><li><b>Journey Mapping</b>: Design end-to-end customer journeys for all platform touchpoints.</li><li><b>Service Operations</b>: Establish call centers, chatbots, and digital support tools.</li><li><b>Customer Insights</b>: Use data to track satisfaction, NPS, and loyalty KPIs.</li><li><b>Training</b>: Implement customer service training for front-line teams.</li><li><b>Continuous Improvement</b>: Lead initiatives to enhance the customer lifecycle experience.</li></ul><p><b>Qualifications & Experience</b></p><ul><li>12+ years of CX leadership in automotive, retail, or digital platforms.</li><li>Strong CRM and customer service systems knowledge.</li><li>Experience in building CX functions from the ground up.</li></ul><p><b>What This Role Offers</b></p><p>A career-defining opportunity to set the gold standard for customer experience in Saudi Arabias automotive sector.</p> Required Skills: <ul><li>Automotive</li><li>Offers</li><li>Operations</li><li>CRM</li><li>Service Delivery</li><li>Customer Experience</li><li>Retail</li><li>Continuous Improvement</li><li>Design</li><li>Customer Service</li><li>Leadership</li><li>Training</li></ul><img src="https://www.jobg8.com/Tracking.aspx?St%2ffOczetkbIEP7Oz28Mzob4Y52tg1dft" width="0" height="0" />

Customer Experience Director

MediaMarkt Turkey

<div>
 <p>
  <strong>
   Qualifications:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s Degree preferably in Engineering, Economics, or Management
  </li>
  <li>
   Good working knowledge of MS Office,
  </li>
  <li>
   Competency in data using tools such as Power BI, Tableu is a plus.
  </li>
  <li>
   Minimum 10 years experience in Customer Experience, Consumer Insights, or Market Research,
  </li>
  <li>
   Strong analytical skills and KPI tracking,
  </li>
  <li>
   Advanced level of English both verbal and written,
  </li>
  <li>
   Support open communication and feedback culture,
  </li>
  <li>
   Open to change and innovation.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job Description:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Understanding, aggregating, and analyzing customer feedback from different platforms (NPS surveys, contact center, customer reviews, complaints, mystery shopper studies, ad-hoc customer research etc.),
  </li>
  <li>
   Investigating the root cause of customer pain points, bring actionable insights to improve end to end customer journey,
  </li>
  <li>
   Strictly monitoring CX KPIs and presents weekly and monthly results to management board and internal stakeholders,
  </li>
  <li>
   Guiding the cross-discipline teams regarding Customer Journey improvements and follow up the actions,
  </li>
  <li>
   Identifying and driving improvements in the customer experience strategy for all touch points (E-commerce, stores, after sales, other services etc.),
  </li>
  <li>
   Managing the journey across platforms, channels, and touch points,
  </li>
  <li>
   Preparing and providing customer experience trainings within the organization (Store openings, CEM trainings in existing stores, etc.),
  </li>
  <li>
   Providing the necessary support in the demands and needs of the CEMs in the stores regarding customer experience processes,
  </li>
  <li>
   Managing 3rd party agencies regarding all Market Research activities for MediaMarkt Turkey,
  </li>
  <li>
   Leading and coaching the CX team,
  </li>
  <li>
   Managing CX projects and be part of all customers faced projects within the organization,
  </li>
  <li>
   Collaborating with global CX team to improve reporting tools and bring local needs to their attention,
  </li>
  <li>
   Following best practices for Customer Experience in OmniChannel world and adapt relevant practices.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  In our journey which is driven with our goal of becoming the first choice as the trusted retailer for tailored solutions in a tech-driven world, we are growing rapidly with more than 102 stores today in Turkey. With the strength of MediaMarktSaturn Retail Group as the number one consumer electronics retailer in Europe, we bring technology together with our customers and make their lives easier with the services we offer. If you are a person who likes to think, speak with data and take action, it is time to join us!
 </p>
 <p>
  Sustainable growth is possible with equal opportunities and different perspectives. As MediaMarkt Turkey, we take care to avoid any discrimination such as race, religion, gender, sexual orientation, disability status. We think that all candidates who apply to us should have transparent, fair and equal rights. By trying to be a role model in our sector, we believe in the power of diversity and inclusion which help us to grow together.
 </p>
 <p>
  By applying to this job posting, you acknowledge that the individuals provided as references may be contacted for reference checks and their contact information has been shared with their knowledge and consent. You also consent to the retention of the information you provided to the Company during your job application for up to 1 year, for the purpose of assessing your suitability for similar positions that may arise in the future, after which it will be disposed of. If you are unable to fulfill the reference commitment or if you do not wish your resume to be retained, you may inform us.
 </p>
 <p>
  <strong>
   For detailed information regarding protection of your personal data you may access the following link:
  </strong>
 </p>
 <p>
  <strong>
   Ki&scedil;isel verilerinizin i&scedil;lenmesine dair ayr&inodot;nt&inodot;l&inodot; bilgi i&ccedil;in a&scedil;a&gbreve;&inodot;da link i&ccedil;erisinde yer alan ayd&inodot;nlatma bildirimimizi inceleyebilirsiniz;
  </strong>
 </p>
 <p>
  <strong>
   &Ccedil;al&inodot;&scedil;an Aday&inodot; Ayd&inodot;nlatma Metni
  </strong>
 </p>
</div>


Customer Experience Department Manager

Pluxee Türkiye (formerly Sodexo Avantaj)

<div>
 <p>
  <strong>
   Pluxee (Formerly Sodexo Benefits &amp; Rewards)
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  The leading global employee benefits and engagement partner that opens up a world of opportunities to help everyone enjoy more of what really matters to them. We believe that living life to the full means making the most of every moment and sharing experiences with the people we care about.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Through a full range of innovative and digital solutions deployed in 29 countries, Pluxee creates meaningful, engaging, and personalized experiences to contribute to the well-being of individuals at work and beyond. From meal and food, culture, gifts to wellness and mobility, Pluxee&rsquo;s products and services are designed to bring more value to people. Pluxee supports the purchasing power and promotes the well-being of more than 37 million consumers.
 </p>
 <p>
  Pluxee accompanies 500,000 clients to develop more meaningful relationships with their employees and improve their engagement. Pluxee simplifies the life of 1.7 million merchants every day. Strengthened by its historical ties with Sodexo, Pluxee with its 5,400 employees is committed to increase its influence as CSR leader by giving its clients, partners and consumers the means to make more sustainable choices every day.
 </p>
 <p>
  <br/>
 </p>
 <p>
  We are Pluxee, ex- Sodexo Benefits and Rewards Services, we&rsquo;re inventing entirely new ways to influence and enrich the lives of employees worldwide.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   We bring to life benefit platforms and payment solutions to open up a world of opportunities to our 500,000 clients and 37 million of their employees in 29 countries.
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  Are you looking to shape the future of employee benefits and engagement?
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <em>
    Be the change. Let&rsquo;s go above and beyond.
   </em>
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  For more information: www.pluxeegroup.com
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   🌟 You&rsquo;re a match, if you have:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree from a 4-year university,
  </li>
  <li>
   Minimum 5 years of experience in
   <strong>
    customer experience
   </strong>
   , channel management, or Customer Success,
  </li>
  <li>
   Knowledge of touchpoint analysis and customer journey mapping,
  </li>
  <li>
   Ability to track KPIs (NPS, CSAT, CES, etc.) with strong analytical skills,
  </li>
  <li>
   Good command of English,
  </li>
  <li>
   Experience in project management and coordinating with multiple stakeholders,
  </li>
  <li>
   Proficiency in CRM, reporting, and digital tools,
  </li>
  <li>
   Experience working with methodologies such as Agile,
  </li>
  <li>
   Adaptable to change and comfortable in an agile working environment.
  </li>
  <li>
   Familiar with AI-based solutions, chatbots, self-service platforms, and messaging channels (e.g., WhatsApp Business),
  </li>
  <li>
   Experienced in efficiency and automation projects,
  </li>
  <li>
   Skilled in customer experience analytics and data visualization tools (Tableau, Power BI, etc.),
  </li>
  <li>
   Experience with Voice of Customer (VoC) and sentiment analysis projects,
  </li>
  <li>
   Knowledge of omnichannel experience management (call center, digital, face-to-face, mobile, etc.),
  </li>
  <li>
   Experience in personalized customer journeys and segment management
  </li>
  <li>
   Proactive, result-oriented, with strong communication and presentation skills.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   🚀 Your next challenge
  </strong>
  :
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Manage and improve
   <strong>
    customer experience across all touchpoints end-to-end,
   </strong>
  </li>
  <li>
   Prepare Account Manager journey maps, define and optimize critical touchpoints,
  </li>
  <li>
   Analyze customer feedback and develop actionable improvement plans,
  </li>
  <li>
   Collaborate closely with sales, marketing, product and other teams,
  </li>
  <li>
   Regularly track and report experience performance metrics, providing recommendations for improvement,
  </li>
  <li>
   Leverage technological tools and automation systems to enhance customer experience processes,
  </li>
  <li>
   Increase
   <strong>
    CX awareness
   </strong>
   within the company, coordinate training, and drive cross-team collaboration.
  </li>
  <li>
   Lead AI, chatbot, self-service, WhatsApp, and other digital channel projects to improve customer satisfaction and efficiency,
  </li>
  <li>
   Drive automation and efficiency projects, conducting impact and ROI analysis,
  </li>
  <li>
   Design and manage Voice of Customer (VoC) programs,
  </li>
  <li>
   Track customer experience trends and competitive benchmarks to adapt best practices into the organization,
  </li>
  <li>
   Measure customer journeys with a data-driven approach and design personalized experience scenarios.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <em>
    📍 Your Location: Istanbul, Turkey -- Hybrid
   </em>
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <u>
   ☀️ Happy at work
  </u>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   A meaningful job: build the future of employee benefits and contribute to the quality of life at work for others, you will impact positively local communities too. It counts!
  </li>
  <li>
   A great culture: we respect and care authentically about our people, we embrace work life balance, new ideas and we have a lot of fun!
  </li>
  <li>
   Employee experience is what we do: So, you can expect a comprehensive package including competitive salary + annual bonus based on performance + PluxeeFlex (flex benefits) + career development opportunities.+ extra welcome leave (6 days) in your first year.
  </li>
 </ul>
 <p>
  .
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  Our company will process the personal data you may submit within the scope of your application as a controller to evaluate your application for the position you have applied or further recruitment opportunities in association with your application. As a candidate, all communication between you and our company is protected according to Turkish Personal Data Protection Law No.6698 You can click on the link &ldquo;https://www.pluxee.com.tr/kilavuz/calisan-adayi-aydinlatma-metni/&rdquo; for details
 </p>
</div>


CX Team- Senior Touchpoint Experience Designer

Bupa Türkiye

<div>
 <p>
  Bupa T&uuml;rkiye serves as an integrated healthcare services company in line with Bupa's growth strategy in the field of healthcare in T&uuml;rkiye in parallel to Bupa's global vision.
 </p>
 <p>
  <br/>
 </p>
 <p>
  With the goal of becoming T&uuml;rkiye's most customer-centric healthcare company with a sustainable approach, Bupa offers the right solutions to its customers, providing them with a positive experience and enabling them and their families to look to the future with confidence.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Bupa focuses on the growth of the sector in T&uuml;rkiye, developing practices that support both social integrated health awareness and healthy living with different approaches, and delivering its products and services to all segments of society.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Business Administration, Engineering, Mathematics, Statistics, Design, or a related field.
  </li>
  <li>
   Minimum 3 years of experience in Customer Experience (CX), Service Design, or related fields, with a proven record of leading customer-centric transformation initiatives.
  </li>
  <li>
   Strong command of CX methodologies and tools including Design Thinking, Journey Mapping, Service Blueprinting, and Agile CX.
  </li>
  <li>
   Skilled in designing and optimizing customer journeys across digital and physical touchpoints (mobile, web, and in-person).
  </li>
  <li>
   Experienced in facilitating design thinking workshops and collaborating with cross-functional teams to co-create customer-focused solutions.
  </li>
  <li>
   Proficient in implementing Voice of the Customer (VoC) programs, feedback loops, and sentiment analysis to extract actionable insights.
  </li>
  <li>
   Able to leverage data analytics and AI-driven insights to identify trends, predict needs, and support continuous improvement.
  </li>
  <li>
   Proficient in defining and tracking CX metrics such as NPS, CES, and CSAT.
  </li>
  <li>
   Adept at aligning product, marketing, and operational strategies to deliver measurable CX improvements.
  </li>
  <li>
   Experienced in benchmarking CX best practices locally and globally, sharing insights, and developing initiatives based on findings.
  </li>
  <li>
   Strong analytical skills, with proficiency in data visualization and CX tools (e.g., Miro, Pisano).
  </li>
  <li>
   Conducted performance measurements aligned with key KPIs to improve customer experience, identify areas of development, and perform impact analyses.
  </li>
  <li>
   Collaborated with Customer Analytics teams to transform insights into actionable strategies and support data-driven decision-making.
  </li>
  <li>
   Managed end-to-end processes for new products and services, foreseeing impacted business units and ensuring seamless cross-functional coordination.
  </li>
  <li>
   Created and maintained customer communication content (e.g., emails, SMS) while managing engagement tools and ensuring message consistency.
  </li>
  <li>
   Empathetic, adaptable, and proactive team player with a curious and growth-oriented mindset.
  </li>
  <li>
   Comfortable managing complex, multi-channel CX projects in dynamic environments.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job Description:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Expertise in customer journey mapping and service blueprinting, with the ability to select the right approach for each context.
  </li>
  <li>
   Ability to synthesize qualitative and quantitative research insights to inform CX and service design strategies.
  </li>
  <li>
   Strong service design mindset &mdash; approaches problems holistically, considering frontstage, backstage, and end-to-end perspectives.
  </li>
  <li>
   Skilled facilitator who effectively engages stakeholders in workshops and collaborative sessions.
  </li>
  <li>
   Proven ability to balance business objectives, customer expectations, and technological feasibility to deliver effective, scalable solutions.
  </li>
  <li>
   Customer advocate, combining user empathy with business acumen to create meaningful experiences.
  </li>
  <li>
   Excellent communication and influencing skills, capable of navigating complexity and aligning multiple workstreams toward shared goals.
  </li>
  <li>
   Proficient in managing customer engagement tools and communication processes to ensure relevance, timeliness, and impact.
  </li>
  <li>
   Strong coordination and stakeholder management skills, ensuring collaboration across analytics, product, and operational teams.
  </li>
  <li>
   Analytical thinker with a focus on KPI-driven improvement and measurable experience enhancement.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What is expecting you?
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   A fun and social working environment that prioritizes employee happiness, with a strong company culture and passionate colleagues all working towards the same goal, under a transparent management approach.
  </li>
  <li>
   A working model focused on people and culture, in line with global business practices (Hybrid, remote, in-office).
  </li>
  <li>
   Employer-sponsored retirement plans and health insurance, including coverage for family members, as well as personal accident insurance.
  </li>
  <li>
   Birthday leave.
  </li>
  <li>
   Transportation and meal support.
  </li>
  <li>
   Benefits of the senCard Flexi advantages world.
  </li>
 </ul>
 <p>
 </p>
</div>


Customer Experience Specialist

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