Senior CX Specialist



Madrid, Spain
Posted on Wednesday, April 24, 2024

We're Celonis, the global leader in Process Mining technology and one of the world's fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing data and intelligence at the core of business processes - and for that, we need you to join us.

The Team:

The CX team is responsible for architecting an unparalleled experience that ensures each interaction with Celonis is orchestrated to empower every customer to realize perpetual value. Areas of focus include customer understanding (voice of the customer and intelligence) and experience design (leveraging customer insights to design journey experiences by customer segment and personas).

The Role:

The Senior CX Specialist will report to the leader of Customer Understanding and Experience Design. The role will be responsible for leveraging research and insights to re-imagine experiences across digital and non-digital touchpoints through the journey to help customers realize unprecedented value. This is a truly unique opportunity where you get to design a revolutionary experience for a revolutionary product.

The work you’ll do:

  • Leverage customer experience research and insights to map end to end journeys for key customer and user personas
  • Acts as a customer champion, bringing their personal stories and experiences to life
  • Use design thinking methods to facilitate customer journey mapping sessions
  • Design customer experiences that are engaging, build advocates and propel them to grow their use of Celonis
  • Design experience based on the customer segment and delivery channel - digital - push and pull, non-digital - 1:1, 1:few, 1:many
  • Collaborate with customer understanding and analytics teams on when and how to measure the effectiveness of the customer journey
  • Collaborate x-org to identify and prioritize new opportunities – initiatives, capabilities, etc.
  • Support the execution and measurement of experience improvement initiatives

The qualifications you need:

  • Bachelor's degree in a related field, MBA preferred
  • 5+ years of customer focused experience
  • Research, design and/or consulting work in CX and/or journey mapping experience
  • Excellent discovery and facilitation skills leading workshops to create and maintain customer journey maps
  • Proficient in quantitative research methodologies
  • Experience using human centered design methodologies
  • Experience in creating business case and justification to drive improvements
  • Ability work autonomously and progress in the face of ambiguity
  • Desirable prior experience in B2B or SaaS

What Celonis can offer you:

  • The unique opportunity to work with industry-leading process mining technology
  • Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, L&D platform, mentorships, and more)
  • Great compensation and benefits packages (equity (restricted stock units), life insurance, time off, generous leave for new parents from day one, and more)
  • Physical and mental well-being support (subsidized gym membership, access to counseling, virtual events on well-being topics, and more)
  • A global and growing team of Celonauts from diverse backgrounds to learn from and work with
  • An open-minded culture with innovative, autonomous teams
  • Business Resource Groups to help you feel connected, valued and seen (Black@Celonis, Women@Celonis, Parents@Celonis, Pride@Celonis, Resilience@Celonis, and more)
  • A clear set of company values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future

About Us

Since 2011, Celonis has helped thousands of the world's largest and most valued companies deliver immediate cash impact, radically improve customer experience and reduce carbon emissions. Its Process Intelligence platform uses industry-leading process mining technology and AI to present companies with a living digital twin of their end-to-end processes. For the first time, everyone in an organisation has a common language about how the business works, visibility into where value is hidden and the ability to capture it. Celonis is headquartered in Munich (Germany) and New York (USA) and has more than 20 offices worldwide.

Join us as we make processes work for people, companies and the planet.

Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Different makes us better.

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