CX Researcher- Customer Journey Specialist

Smith Nephew; Pune District; Hybride; INR 900 000 - 1 300 000; Plein temps

Avantages offerts par ce poste

Major medical coverage

Flexible time off

Hybrid work model

Wellbeing programs

Training & mentorship

Résumé du poste

Smith+NEphew invites a CX Researcher- Customer Journey Specialist to design, develop, and continuously improve end-to-end customer journeys for GBS and beyond. The role shapes the CX domain by turning insights into actionable journey improvements that drive value for customers and the business.

You will design, develop, and implement journey mappings, collaborate with service lines and customers, and translate insights into concrete opportunities for experience optimization across multiple

Qualifications

• Strong knowledge of CX methodologies.
• Observe, understand, and analyze user behaviors, needs, and emotions.
• Collaborate with designers, researchers, and developers.
• Understand design and service design processes.
• Excellent communication and facilitation skills.
• English proficiency at C1/C2 level.
• Experience Design/Marketing/Research education.
• Experience in Service Management or IT Service environment is a plus.

Responsabilités

• Design, create, and improve customer journeys across Service Line partnerships.
• Develop and evolve CJM strategy including standards, tools, and best practices.
• Collaborate with partners, stakeholders, and customers for insights and recommendations.
• Analyze customer experiences across journeys using qualitative and quantitative data.
• Plan, organize, and facilitate workshops, interviews, and focus groups to gather insights.
• Translate insights into improvement opportunities and optimization initiatives.
• Execute improvements with stakeholders.

Connaissances

CX methodologies

User behavior analysis

Collaboration

Design & service design

Communication & facilitation

English proficiency

Experience Design/Marketing/Research

IT service experience

Formation

Experience Design/Marketing/Research education

Description du poste

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.

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