Role: CX Researcher- Customer Journey Specialist
Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living. As a Customer Journey Specialist you will be responsible for designing, developing, and continuously improving end-to-end customer journeys for GBS and beyond. Key role in shaping the customer experience domain at S+N by turning insights into actionable journey improvements that drive value for both customers and the business.
- Design, create, and continuously improve customer journeys across Service Line partnerships
- Develop and evolve the strategy for Customer Journey Mapping (CJM), including standards, tools, and best practices
- Collaborate closely with Service Line partners, stakeholders, and customers to deliver high-quality insights and actionable recommendations
- Analyze customer experiences across selected journeys using qualitative and quantitative data
- Plan, organize, and facilitate workshops, interviews, and focus groups to gather insights
- Translate customer insights and pain points into clear improvement opportunities and experience optimization initiatives
- Execute the improvements collaborating closely with Stakeholders
- Strong knowledge of Customer Experience (CX) methodologies
- Ability to observe, understand, and analyze user behaviors, 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
- Experience Design/Marketing/Research Related education
- Experience working in a Service Management or IT Service environment is a plus
You Unlimited.
We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.
Inclusion + Belonging: Committed to Welcoming, Celebrating and Thriving., Learn more about Employee Inclusion Groups on our website ( https://www.smith-nephew.com/ ).
Other reasons why you will love it here!
Your Future: Major medical coverage + policy exclusions and insurance non-medical limit. Educational Assistance.
Work/Life Balance : Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
Flexibility : Hybrid Work Model (For most professional roles)
Your Wellbeing: Parents/Parents-in-Law’s Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.
Training: Hands-On, Team-Customized, Mentorship.
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