CX Researcher- Customer Journey Specialist

Job description

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. 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 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.