CX Expert

Nationale-Nederlanden Poland; Warszawa; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work

Private medical care

Structured onboarding

Learning opportunities

Diversity & Inclusion

Paternity leave

Partner discounts

Job summary

Nationale-Nederlanden Poland is seeking a CX Expert to shape customer experiences and drive change across NN. You will design digital, traditional and omnichannel experiences with the business and lead customer-centric initiatives.

You will analyze feedback, map needs and turn insights into improvement initiatives, while collaborating with researchers and service designers to drive the company’s CX strategy.

Qualifications

• Three years of experience in Customer Experience.
• Experience leading projects using human-centred design methods (Design Thinking, Service Design).
• Ability to plan and lead workshops online and in person.

Responsibilities

• Design digital, traditional and omnichannel customer experiences with the business.
• Analyse the voice of the customer and map needs to initiate improvements.
• Develop customer-centric skills across the organisation.

Skills

Customer Experience

Design Thinking

Service Design

Project Leadership

Qualitative Research

User Interviews

Miro

Job description

As a CX Expert, you will help shape customer experiences and support positive change across NN. You will work with different business areas to design digital, traditional and omnichannel experiences that respond to customer and business needs.

Your impact at NN:

what you will do

As a CX Expert in the CX Centre, you will design customer experiences together with the business. You will analyse customer feedback and needs, turn insights into improvement initiatives and support the development of customer-centric skills across the organisation.

You will lead projects independently and work with research and Service Design agencies.

Key responsibilities

• Design digital, traditional and omnichannel customer experiences together with the business.
• Analyse the voice of the customer, map customer needs and initiate improvements to customer experiences.
• Develop customer-centric skills across the organisation.
• Lead projects independently and work with research and Service Design agencies.
• Take part in projects involving sales and service processes, user experience and simpler communication.
• Help shape the company’s customer experience strategy.

Who you will work with

You will join the CX Centre, an expert team of researchers, Service Designers, plain-language experts and customer service quality experts. The team learns and develops together, supports one another and works across different areas of the company. You will have room to share ideas, take responsibility and influence the company and its customer experience strategy.

What we offer

• Modern office in Powiśle and flexible hybrid work.
• Private medical care, insurance and cafeteria benefits.
• Structured onboarding and referral bonuses.
• Learning & development opportunities and internal/international mobility.
• Diversity & Inclusion initiatives, sports activities and volunteering day.
• Extra paid paternity leave and partner discounts.

Who you are

You have at least three years of experience in Customer Experience. You have experience leading projects using human-centred design methods, such as Design Thinking and Service Design, and you can adapt the design process to the challenge. You plan and lead design workshops for interdisciplinary groups, both online and in person, and turn insights into a clear implementation plan. You conduct qualitative research and user interviews, and you know how to test customer solutions through prototype tests, pilots and experiments. You combine customer and business needs, organise your work effectively and present clear conclusions and recommendations to business stakeholders, use Miro or another virtual whiteboard. You are proactive and solution-oriented, constantly looking for opportunities to improve customer experiences and ways of working. You can influence stakeholders, build support for your recommendations and drive change with persistence and ownership.

Nice to have

Very good command of English. You use AI tools to support research, workshop preparation, synthesis of insights and the design process, helping teams work more effectively and make better decisions.

NN Netherlands is the head office of NN Group, a financial services group with over 180 years of history, helping people care for what matters most to them. We are committed to the financial, physical, and mental well-being of our colleagues and customers – through our products, services, and meaningful advice.

Benefits of working for NN Group Netherlands

• Continuous development – Your career progression matters.
• We support you with a wide range of learning opportunities and a generous training budget to help you reach your full potential.
• Meaningful impact – At NN, we invest our time and expertise in making a meaningful difference – for people and the planet.
• Purpose-driven work is part of our DNA.
• Work-life balance – Vitality is key.
• Our diverse health and well-being offerings help you stay energised and balanced, both at work and beyond.

Diversity & Inclusion

Our approach to diversity and inclusion is simple. It is about embracing everyone. Our networks play a crucial role in achieving our D&I goals. They aim for meaningful change and create many opportunities to engage, connect and support colleagues. Everyone at NN can take an active part in multiple networks including NN Pride, NN Cultural Diversity Network, NN Young Professionals, Woman in Leadership Network and NN Neurodiversity network.

Top Employer

We are proud to be certified as a Top Employer for the 15th year in a row in 2026. The Top Employers Institute certificate recognizes organizations that consciously choose to put their employees first.