Senior Cx Specialist

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 personas Acts as a customer champion, bringing their personal stories and experiences to life Use design thinking methods to facilitate customer journey mapping sessions Design customer experiences that are engaging, build advocates and propel them to grow their use of Celonis Design experience based on the customer segment and delivery channel - digital - push and pull, non-digital - 1:1, 1:few, 1:many Collaborate with customer understanding and analytics teams on when and how to measure the effectiveness of the customer journey Collaborate x-org to identify and prioritize new opportunities – initiatives, capabilities, etc. Support the execution and measurement of experience improvement initiatives The qualifications you need: Bachelor's degree in a related field, MBA preferred 5+ years of customer focused experience Research, design and/or consulting work in CX and/or journey mapping experience Excellent discovery and facilitation skills leading workshops to create and maintain customer journey maps Proficient in quantitative research methodologies Experience using human centered design methodologies Experience in creating business case and justification to drive improvements Ability work autonomously and progress in the face of ambiguity Desirable prior experience in B2B or SaaS

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