We are looking for a Customer Experience Expert to help shape and drive a customer-centric transformation by representing the receiver’s voice across the organization.

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.