Permanent Regular Job Description: Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits. Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants. Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet. Your Mission As a CX Expert, you are the end-to-end owner of experience transformation, driving digital adoption, stakeholder autonomy, and operational efficiency across onboarding and in-life journeys. You deeply understand both client and advisor experiences, identify frictions through data and feedback, and guide IT and marketing toward solutions that maximize usability, adoption, and stakeholder value. Acting as both strategist and project manager, you lead change that elevates every touchpoint and empowers teams to deliver a seamless, value-driven experience. Key Responsibilities Continuously improve digital and service experiences by identifying frictions, implementing enhancements, and leveraging innovative tools to boost KPIs. Challenge Digital and Omnichannel Customer Journeys: Identify pain points and opportunities across the end-to-end customer lifecycle. Leverage data and feedback analytics to uncover root causes, prioritize improvements, and guide teams toward evidence‑based decisions that elevate customer and advisor experiences. Champion Customer-Centric Culture: Align departments around shared CX goals and embed customer focus into daily operations. Technical Competencies Demonstrated expertise in digital tools and AI, including help centers, bots, and knowledge bases. Advanced ability to assess customer journeys and interpret feedback to identify root causes and improvement opportunities. Ability to constructively challenge IT and Product Managers to ensure optimal solutions are delivered efficiently. Ability to construct and analyze CX dashboards and KPIs. Solid understanding of customer care operations and supporting processes. Competency Customer Focus : You put the customer at the heart of every decision. Innovation-Driven : You seek out and apply new ideas to improve experiences. Collaborative : You work cross-functionally to align teams and drive change. Results-Oriented : You deliver measurable improvements, even under pressure. Qualifications & Experience 3 years of experience in a CX-focused role, ideally in B2B or B2C service industries. Proven track record of leading or contributing to CX transformation initiatives. Bachelor’s degree required. MBA or advanced degree in Business, Marketing, IT or related field preferred. Preferred languages: EN, NL, or FR; at least EN plus NL or FR. Your location Brussels Happy at work 1) A meaningful job: Be the change! Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contribute to make a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies. 2) A great culture: People matter – a lot! Be part of a multicultural team that moves as one in a fast paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work-life balance, new ideas and we have a lot of fun! 3) An empowering environment: Be yourself! At Pluxee we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive work place where all abilities are celebrated, and equal learning and growing opportunities are a given.