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 responsibilities
* Execute 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 updates
Main requirements
* Master’s degree in Economics, Engineering, Statistics or another quantitative field with excellent results.
* At least 2 years ofexperiencein Customer Experience or Process Specialist roles. Familiarity with After Sales / Customer Service or Operations in general is considered a plus.
* English fluency; superior written and verbal communication skills.
* Proficiency in the use of analytical tools and MS Office suite.
* Proven expertise in delivering and deploying business projects and improvements involving Automation and Artificial Intelligence capabilities directly impacting business KPIs
* Proven ability in problem‑solving: combining the right mix of quali/quantitative methods and critical thinking to extract insights from large sets of unstructured information and design new models and solutions for business improvement.
* Ability to think big (while paying careful attention to detail), and propensity to work in a fast‑paced dynamic and international environment.
* Comfortable working with diverse stakeholders and functional teams to improve business outcomes; strong interpersonal skills; ability to form fruitful professional relationships; program management experience is considered a plus.
* Growth mindset, comfortable with feedback culture, “coachability”.
What’s in it for you
1. Access to our cutting‑edge learning platform, Leonardo, and personalized development programs to help you grow professionally and personally.
2. Enjoy flexible work conditions with up to 50% flexibility, depending on role and function.
3. Join the Corporate Shareholding Program “BOOST”, an opportunity to share in the company’s success and directly benefit from EssilorLuxottica’s growth.
4. Access special offers for employees on a vast range of eyewear, eyecare products, and fashion apparel, so you can enjoy our world‑class brands firsthand.
5. Benefit from comprehensive health insurance coverage, ensuring you and your family’s well‑being.
Our Diversity, Equity and Inclusion commitment
We are committed to creating an inclusive environment for all employees. We celebrate diversity and provide equal opportunities to all, regardless of race, gender, ethnicity, religion, disability, sexual orientation, or any other characteristic that makes us unique.
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