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Customer Experience Design Specialist

2 settimane fa


Milano, Lombardia, Italia Amplifon Group A tempo pieno

Company Overview

Amplifon Group is an Italian multinational company and a global leader in hearing care solutions and services. With a network of over 11,000 points of sale and more than 18,600 professionals, the company gives back the joy of hearing, feeling, and living to thousands of people worldwide.

In Amplifon Group, we believe that people are the most important component of our success. Our best-in-class Hearing Care Professionals and front and back-office Teams enable us to put the everyday taps, pops, and splashes back into the lives of our customers. We invest heavily in talent engagement, continuous professional development, support, and recognition to help our people exceed every limit and build a fulfilling career.

Job Description

The Customer Experience Design Specialist will be accountable for designing and delivering personalized customer experiences collaborating with cross-functional teams. This role will focus on:

  • Assessing targets and identifying key personas/clusters to understand their specific needs and requirements;
  • Defining customer journeys and leveraging design and execution to deliver enriched and personalized experiences with a strong focus on innovation and high-value perception;
  • Maintaining a constant focus on customers' needs through regular listening and data analysis to deliver omni-experiences in retail, empowering our professionals through advanced data enrichment and customized journeys;
  • Leading business projects and driving project execution while understanding business needs and ensuring they are met within the project timeline.

Required Skills and Qualifications

To succeed in this role, you will need:

  • 3-4 years of experience in customer experience design roles;
  • Knowledge of process design methodologies and tools;
  • Experience in defining customer journey, customer experience, and processes, preferably involving omnichannel projects;
  • Project management experience with autonomy in delivering projects;
  • Cross-functional stakeholders management;
  • Excellent communication skills, including chairing meetings and workshop facilitation;
  • Ability to involve, influence, and work with a wide range of stakeholders;
  • Fluency in English (required).

Benefits

You will join a dynamic and talented team with exposure to global projects, able to design and guide the new customer experience journey. Amplifon Group is committed to boosting a Winning Culture that will lead our employees towards the future, starting from the improvement of our Winning Workplace. We offer a hybrid working policy allowing employees to work 9 days/month remotely.