CX Researcher- Customer Journey Specialist
Smith&Nephew Germany · Ind - Nongbs-Pune-Kharadi, India · full time · On site · 2 days ago
Why a CV for this job?
- They see what they asked for, first. Your experience that matches the ad leads, in the ad's own words, so someone skimming finds it in seconds.
- It gets past the software. Many larger employers use software that ranks CVs by how closely they match the ad, often before anyone reads them.
- In the language of the ad. An ad written in Spanish gets a CV in Spanish, even when yours is in Portuguese.
- Your facts, nothing invented. Your own experience, reordered and reworded. What the ad wants and your CV does not show is listed for you to add, only if it is true. You check it before you send it.
What will you be doing?
- Design, create, and continuously improve customer journeys across Service Line partnerships
- Develop and evolve the strategy for Customer Journey Mapping (CJM), including standards, tools, and best practices
- Collaborate closely with Service Line partners, stakeholders, and customers to deliver high-quality insights and actionable recommendations
- Analyze customer experiences across selected journeys using qualitative and quantitative data
- Plan, organize, and facilitate workshops, interviews, and focus groups to gather insights
- Translate customer insights and pain points into clear improvement opportunities and experience optimization initiatives
- Execute the improvements collaborating closely with Stakeholders
What will you need to be successful?
- Strong knowledge of Customer Experience (CX) methodologies
- Ability to observe, understand, and analyze user behaviors, needs, and emotions
- Strong collaboration skills, with experience working alongside designers, researchers, and developers
- Good understanding of design and service design processes
- Excellent communication and facilitation skills
- English proficiency at C1/C2 level
- Experience Design/Marketing/Research Related education
- Experience working in a Service Management or IT Service environment is a plus
Role: CX Researcher- Customer Journey Specialist
Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living. As a Customer Journey Specialist you will be responsible for designing, developing, and continuously improving end-to-end customer journeys for GBS and beyond. Key role in shaping the customer experience domain at S+N by turning insights into actionable journey improvements that drive value for both customers and the business.
You Unlimited.
We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.
Inclusion + Belonging: Committed to Welcoming, Celebrating and Thriving., Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/).
Other reasons why you will love it here!
- Your Future: Major medical coverage + policy exclusions and insurance non-medical limit. Educational Assistance.
- Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
- Flexibility: Hybrid Work Model (For most professional roles)
- Your Wellbeing: Parents/Parents-in-Law’s Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.
- Training: Hands-On, Team-Customized, Mentorship.
Stay connected by joining our Talent Community.
We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.
Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N.
Explore our website and learn more about our mission, our team, and the opportunities we offer.
- Employer
- Smith&Nephew Germany
- Location
- Ind - Nongbs-Pune-Kharadi, India · On site
- Contract
- full time