We are looking for a Customer Experience Expert to help shape and drive a customer-centric transformation for a project at one of our clients' teams.
This role focuses on designing future-proof customer journeys, leveraging segmentation strategies, and translating insights into tangible business value.
You will operate at a strategic level, connecting customer insights, business objectives, and operational execution.
What are your responsibilities?
Customer-Centric Design
* Represent the receiver's perspective across all workstreams.
* Identify unmet needs, friction points, and experience gaps.
* Define experience principles for future customer journeys.
Segmentation Strategy & Value Optimization
* Define and structure customer segmentation frameworks.
* Develop clustering hypotheses based on behavior and value.
* Translate segmentation into targeted value propositions.
Benchmarking & Innovation
* Bring outside-in best practices from leading digital and logistics players.
* Challenge internal assumptions and identify innovation opportunities.
* Improve areas such as:
* Proactive communication
* Delivery flexibility
* Self-service solutions
Stakeholder Alignment & Governance
* Identify and align key stakeholders across the organization.
* Ensure consistency and shared vision across all initiatives.
* Facilitate decision-making and manage risks/escalations.
Roadmap & Delivery
* Lead solution workshops with business and IT stakeholders.
* Structure and drive delivery plans aligned with governance.
* Balance feasibility, quality, and customer experience trade-offs.
* Define and track experience KPIs (NPS, delivery performance, satisfaction).
* Support business case and value realization tracking.
Who are we looking for?
10–12 years of experience in:
* Customer Experience strategy
* Service Design
* Customer transformation
* Marketing strategy
* Strong experience designing end-to-end customer journeys.
* Proven expertise in customer segmentation frameworks (behavioral, value-based, needs-based).
* Ability to translate insights into service propositions and CX improvements.
* Experience linking CX initiatives to business outcomes (NPS, efficiency, cost-to-serve).
* Strong experience in stakeholder management and strategic influence.
* Experience in cross-functional environments (data, marketing, operations, IT).
* Strong storytelling and facilitation skills.
Offer
* Strategic CX role within a large transformation program.
* High impact on customer experience design and delivery.
* Opportunity to shape segmentation and journey strategies at scale.
* Full-time role with strong cross-functional exposure.