Senior Cx Specialist - Madrid, España - Celonis

Descripción

The Team:

The CX team is responsible for architecting an unparalleled experience that ensures each interaction with Celonis is orchestrated to empower every customer to realize perpetual value.

Areas of focus include customer understanding (voice of the customer and intelligence) and experience design (leveraging customer insights to design journey experiences by customer segment and personas).

The Role:
The Senior CX Specialist will report to the leader of Customer Understanding and Experience Design.

The role will be responsible for leveraging research and insights to re-imagine experiences across digital and non-digital touchpoints through the journey to help customers realize unprecedented value.

This is a truly unique opportunity where you get to design a revolutionary experience for a revolutionary product.

The work you'll do:

Leverage customer experience research and insights to map end to end journeys for key customer and user personasActs as a customer champion, bringing their personal stories and experiences to lifeUse design thinking methods to facilitate customer journey mapping sessionsDesign customer experiences that are engaging, build advocates and propel them to grow their use of CelonisDesign experience based on the customer segment and delivery channel - digital - push and pull, non-digital - 1:1, 1:few, 1:manyCollaborate with customer understanding and analytics teams on when and how to measure the effectiveness of the customer journeyCollaborate x-org to identify and prioritize new opportunities – initiatives, capabilities, etc.

Support the execution and measurement of experience improvement initiativesThe qualifications you need:
Bachelor's degree in a related field, MBA preferred5+ years of customer focused experienceResearch, design and/or consulting work in CX and/or journey mapping experienceExcellent discovery and facilitation skills leading workshops to create and maintain customer journey mapsProficient in quantitative research methodologiesExperience using human centered design methodologiesExperience in creating business case and justification to drive improvementsAbility work autonomously and progress in the face of ambiguityDesirable prior experience in B2B or SaaS
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