CX Researcher Specialist

Hard Problems; Pune District; Hybride; INR 900 000 - 1 300 000; Plein temps

Avantages offerts par ce poste

Major medical coverage

Educational assistance

Flexible personal and vacation leave

Privilege leave

Floater leave

Parental leave

Parents/parents-in-law insurance (with

Employee Assistance Program

Mentorship-based training

Résumé du poste

Smith+… in Pune is seeking a Customer Journey Specialist to shape how we understand and improve customer experiences across service lines, turning research into tangible journey improvements that deliver value for customers and the business.

You will design journey maps, collaborate with partners, researchers and developers, analyze data, and facilitate workshops to translate pain points into concrete opportunities, all within a hybrid work model at the Pune Kharadi office.

Qualifications

• Strong knowledge of CX methodologies.
• Ability to observe, understand, and analyse user behaviours, needs, and emotions.
• Experience working with designers, researchers, and developers.

Responsabilités

• Design, create, and continuously improve customer journey maps across service line partnerships.
• Develop and evolve the CJM strategy, standards, tools and best practices.
• Collaborate with service line partners, stakeholders and customers to produce insights and recommendations.
• Analyse customer experiences across journeys using qualitative and quantitative data.
• Plan, organise and facilitate workshops, interviews and focus groups.
• Translate insights into clear improvement opportunities and experience optimisation initiatives.
• Execute improvements in collaboration with relevant stakeholders.

Connaissances

CX methodologies

User behaviour analysis

Collaboration with designers/research/

Design & service design understanding

Communication & facilitation

English proficiency (C1/C2)

Experience Design/Marketing/research

Service Management/IT Service (nice to

Description du poste

Smith+… a global medical technology company that designs and manufactures products to help healthcare professionals return patients to health and mobility. The company operates across surgical reconstruction, sports medicine, and wound management, and employs a global workforce united around a shared purpose of enabling life without limits.

The role

The Customer Journey Specialist sits within the Customer Experience domain at Smith+… GBS centre in Pune. The role is responsible for shaping how the organisation understands and improves the experiences of its customers across service lines, turning research insights into concrete journey improvements that deliver value for both customers and the business.

What you would do

• Design, create, and continuously improve customer journey maps across service line partnerships
• Develop and evolve the strategy for Customer Journey Mapping (CJM), including standards, tools, and best practices
• Work closely with service line partners, stakeholders, and customers to produce high-quality insights and actionable recommendations
• Analyse customer experiences across selected journeys using both qualitative and quantitative data
• Plan, organise, and facilitate workshops, interviews, and focus groups to gather customer insights
• Translate customer pain points and insights into clear improvement opportunities and experience optimisation initiatives
• Execute improvements in close collaboration with relevant stakeholders

What they are looking for

• Strong knowledge of Customer Experience (CX) methodologies
• Ability to observe, understand, and analyse user behaviours, 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
• A background in Experience Design, Marketing, or a research-related field
• Experience in a Service Management or IT Service environment (nice to have)

Working arrangements

The role is based at Smith+… Pune Kharadi office in India and follows a hybrid working model, in line with the company's standard approach for professional roles.

Pay and benefits

• major medical coverage
• educational assistance
• flexible personal and vacation leave
• privilege leave
• floater leave
• parental leave
• parents/parents-in-law insurance (with an employer contribution of INR 8,000 annually)
• an Employee Assistance Program
• mentorship-based training