CX Experience Designer & Change Leader

Nationale-Nederlanden

Warszawa

Hybrid

PLN 120,000 - 160,000

Full time

27 hours ago

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Benefits offered by this job

Private medical care

Cafeteria benefits

Structured onboarding

Referral bonuses

Internal/international mobility

Diversity & Inclusion initiatives

Volunteering day

Paternity leave

Job summary

Nationale-Nederlanden is seeking a CX Expert to shape customer experiences across multiple channels within the CX Centre in Poland. You will analyse feedback, turn insights into improvements, and lead projects with research and Service Design partners to elevate customer-centric capabilities.

The role emphasizes cross-functional collaboration, online and in-person workshops, and a proactive approach to driving change and customer value.

Qualifications

At least three years of experience in Customer Experience.
Experience leading projects using human-centered design methods such as Design Thinking and Service Design.
Ability to plan and lead design workshops both online and in person.
Experience conducting qualitative research and user interviews.

Responsibilities

Design customer experiences together with the business across digital, traditional and omnichannel channels.
Analyse the voice of the customer, map needs and initiate improvements to experiences.
Develop customer-centric skills across the organisation.
Lead projects independently and work with research and Service Design agencies.
Support projects involving sales, service processes, UX and simplified communication.
Shape the company’s customer experience strategy.