At Pluxee, we shape the world of employee benefits and engagement by bringing to life a personalized and sustainable employee experience, at work and beyond.

Usted podría ser el solicitante perfecto para este trabajo. Lea toda la información asociada y asegúrese de presentar su candidatura.
The Customer Experience Expert plays a key role in improving and supporting the delivery of a seamless, engaging, and branded experience for clients, consumers, and merchants at the local level. As an individual contributor, this role is responsible for mapping customer journeys, analyzing feedback, identifying improvement opportunities, and supporting the implementation of customer-centric enhancements across teams and processes. The role works closely with local care, product, sales, marketing, and operations functions, while aligning with global customer experience standards.
YOUR NEXT CHALLENGE:Responsibilities:
Customer Journey Mapping and Experience AnalysisMap and analyze end-to-end customer journeys across Pluxee’s key user groups, including clients, consumers, merchants,



and other relevant stakeholders.
Identify moments of friction, confusion, delay, duplication, or opportunity across digital platforms, service channels, operational processes, and customer touchpoints.
Analyze the customer experience from both a business and user perspective, considering usability, accessibility, clarity, emotional impact, service effort, and long-term satisfaction.
Use journey insights to highlight where processes, communication, tools, or handovers can be improved.
Maintain a structured view of key customer journeys to support prioritization, service improvement, and alignment between care, operations, product, and business teams.
Customer Feedback, Satisfaction Measurement and InsightsSupport the execution and tracking of local customer satisfaction programs, including NPS, CSAT, CES, surveys, feedback loops, and other experience measurement tools, in line with integral measurement mod

📌 User Journey Specialist (Madrid)
🏢 PLUXEE ESPAÑA
📍 Madrid