Customer Experience Strategist

Há 1 mês


Lisboa, Lisboa, Portugal Buscojobs Portugal Tempo inteiro

Company Overview: Our client is a global technology and payments partner, delivering seamless shopping experiences to over 29 million international shoppers. Their revenue exceeds €22.9 billion, generated through integrations with 300,000 point of sale systems in luxury retailers and brands.

About the Role: As Customer Experience Strategist, you will drive best-in-class customer experiences across all touchpoints. You will work with internal and external stakeholders to review, govern, and propose improvements for both digital and physical customer touchpoints. This role involves monitoring and gathering insights & feedback directly from customers and applying the learnings to improve products and services.

Key Responsibilities:

  • Develop an understanding of customer needs and expectations through research & insights.
  • Propose improvements in collaboration with global teams.
  • Work with cross-functional teams to develop research briefs that include hypothesis and research objectives.
  • Lead both quant and qual research projects, interpreting research findings to inform decision-making processes.
  • Collaborate with Product, Analytics, Marketing, and Commercial teams to identify and address customer pain points.
  • Define targets for experience metrics.
  • Develop customer experience insights and create a single customer view.
  • Support Product teams in applying the insights to improve CX in active projects, supporting with the prioritisation of CX-related projects and opportunities based on need, maturity and strategic relevance.
  • Remain current on emerging customer trends, anticipating future needs and developing these into actionable recommendations.

Requirements: We are seeking a candidate with experience in a Customer Insights role within a well-known (international) consumer organisation. The ideal candidate should have advanced knowledge of research methodologies (quant and / or qual) and experience planning, briefing, and analysing research projects. A passion for CX and the natural ability to empathise with users and understand their motivations and pain points are essential. Proven experience introducing best practice in CX insights into a developing CX function is required. An analytical mindset, with the ability to make data-driven decisions and deliver structured reporting to senior stakeholders, is also necessary.

Location: Lisbon, Portugal

Salary Range: €65,000 - €80,000 per annum



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