Senior Customer Experience Architect (Remote)

Placements24; O Mente; Remote; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Generous PTO

Professional development

Job summary

Placements24 is seeking a Senior Customer Experience Specialist to oversee optimization of customer journeys and service design in a fully remote role. You will analyze interactions, identify pain points, and drive data-driven improvements to satisfaction and loyalty across digital platforms.

The role requires at least 5 years in CX or customer service management, strong UX knowledge, and proficient storytelling and collaboration with cross-functional teams.

Qualifications

• Bachelor's degree in Marketing, Psychology, Business, or related field.
• Minimum of 5 years in Customer Experience or related role.
• Ability to analyze complex data and translate insights.
• Strong understanding of UX principles and journey mapping.
• Excellent written and verbal communication with presentation skills.
• Experience with CRM systems and analytics platforms.
• Ability to work autonomously in a remote setting.
• Demonstrated leadership and mentoring experience.

Responsibilities

• Analyze feedback, behavior, and journey data to identify improvements.
• Develop strategies to enhance customer satisfaction and loyalty.
• Design and optimize customer support processes and workflows.
• Collaborate with product, marketing, and sales for consistent CX.
• Create customer journey maps and service blueprints.
• Mentor junior CX team members.
• Develop customer-facing documentation and self-service resources.
• Monitor CX metrics and report on performance.
• Champion customer-centric initiatives across the organization.
• Identify and implement best practices in CX management.

Skills

Customer Experience

Data Analysis

UX Principles

Journey Mapping

Service Design

Leadership

CRM Systems

Analytics Tools

Communication

Remote Collaboration

Education

Bachelor's degree

Tools

CRM Software

Analytics Tools

Job description

Placements24 is seeking a Senior Customer Experience Specialist to oversee optimization of customer journeys and service design in a fully remote role. You will analyze interactions, identify pain points, and drive data-driven improvements to satisfaction and loyalty across digital platforms.

The role requires at least 5 years in CX or customer service management, strong UX knowledge, and proficient storytelling and collaboration with cross-functional teams.