Customer Experience (CX) Specialist

The Customer Experience (CX) Specialist / Expert will drive the transformation of Customer Care operations from a predominantly KPI and cost-driven model toward a user-centric, value-oriented service approach across the Europe Region.

Acting as the central CX subject-matter expert within EHQ Customer Care, the role is responsible for designing, implementing, and embedding a structured Customer Experience framework across European SBUs, aligned with the Group’s “User-Centric” strategy.

The CX Specialist translates corporate ambition into practical operational execution by optimizing the post-purchase customer journey, establishing governance and measurement standards, and ensuring customer feedback is systematically converted into measurable service improvements.

The position requires an experienced, independent contributor capable of building structure, aligning markets, and delivering tangible improvements in customer satisfaction, overall experience, and long-term user value at European level.

KEY RESPONSIBILITIES

• Define and implement the European Customer Experience framework
• Lead end-to-end customer journey mapping and identify structural experience gaps
• Establish CX governance, standards, KPIs, and reporting model at regional level
• Design and drive Voice of Customer (VoC) programs and integrate insights into operational decision-making
• Lead cross-functional CX initiatives and pilot projects in selected markets
• Support SBUs in structured execution of CX improvement plans
• Benchmark internal and external best practices to elevate regional service standards
• Act as the CX advisor to EHQ and SBUs on customer-centric transformation

QUALIFICATION AND EXPERIENCE

Education

• Bachelor’s or Master’s degree in Business Administration, Marketing, or related field

Professional Experience

• 3+ years of experience in Customer Experience, Service Operations, Customer Care, or related fields
• Proven track record in designing and implementing CX frameworks, governance models, and improvement programs
• Strong experience in customer journey mapping and Voice of Customer (VoC) programs
• Demonstrated ability to translate customer insights and data (NPS, CSAT, etc.) into measurable operational improvements
• Experience leading cross-functional initiatives in a multi-market/international environment
• Strong expertise in CX methodologies and customer journey design
• Strategic thinking with ability to translate vision into structured execution
• High level of autonomy and ownership
• Strong cross-functional influencing skills
• Data-driven mindset with focus on measurable impact
• Structured project management and execution discipline
• Clear and confident communication