The Customer Experience Process Specialist drives business transformation across all global Customer Excellence teams (After Sales & Customer Service) by designing, developing and evolving all elements and tools behind successful customer experiences and operational excellence. This role bridges strategy and execution through a blend of data‑driven insights, cross‑functional collaboration, and disciplined project management.
Main responsibilitiesExecute business transformation initiatives on Customer Experience across all project phases (discovery, design, development, delivery, optimization), on both stand‑alone engagements and workstreams of a broader functional program, ensuring delivery on time, on quality and on budget
Facilitate continuous operational improvement by transforming Customer Experience data and intelligence (customer interactions, process mapping and mining, root cause analysis, stakeholder interviews, benchmarking, and AI opportunities) into actionable insights that streamline processes, enhance service quality and support effectiveness, and increase the operational efficiency of the After Sales and Customer Service function. Ensure proper execution and continuous monitoring through data models that test the effectiveness of different improvement actions.
Partner with a diverse set of stakeholders, on a global and regional level and varied seniority levels, to ensure project delivery and facilitate change management – also expanding on adjacent functions required for transformation: AI, IT, CRM, eCommerce, Operations, Product, Wearables …
Oversee and ongoing governance on strategic initiatives or capabilities for the CEx function, acting as a primary point of contact for all internal and external stakeholders
Support CEx Management and Leadership in preparation of executive updatesMain requirementsMaster’s degree in Economics, Engineering, Statistics or another quantitative field with excellent results.
At least 2 years ofexperiencein