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.
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 general customer experience standards.
YOUR NEXT CHALLENGE:
Responsibilities:
Customer Journey Mapping and Experience Analysis
Map 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 Insights
Support the execution and tracking of local customer satisfaction programs, including NPS, CSAT, CES, surveys, feedback loops, and other experience measurement tools, in line with global measurement models.
Consolidate customer feedback from surveys, complaints, service interactions, digital channels, care teams, merchants, clients,

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