CX Expert

Nationale-Nederlanden; Warszawa; Hybrid; PLN 120,000 - 160,000; Full time

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.

Skills

Customer Experience

Project Leadership

Human-centered design

Design Thinking

Service Design

Qualitative research

User interviews

Workshop facilitation

Stakeholder influence

Miro

AI tools

Tools

Miro

AI tools

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-centered 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.