Job Description

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.

Permanent Regular
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 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, and internal stakeholders.
Analyze feedback to identify recurring pain points, satisfaction drivers, emerging risks, and improvement opportunities.
Produce actionable insights and recommendations to support local decision-making, service improvement, and customer experience priorities.
Contribute to dashboards, reports, and presentations that translate customer data into clear messages for business, care, operations, and leadership teams.

Process Improvement and Pain Point Resolution
Partner with Customer Care, Operations, Product, Sales, Merchant, Marketing, IT, and other teams to optimize processes and remove pain points in key customer journeys.
Support the definition of improvement actions that reduce customer effort, improve clarity, increase resolution quality, and strengthen service consistency.
Provide a customer perspective when reviewing workflows, escalation paths, self-service journeys, communication materials, product features, and operational changes.
Follow up on agreed improvement actions and help assess whether they deliver the expected impact on customer satisfaction and experience quality.
Escalate recurring or high-impact customer issues to the relevant stakeholders with clear evidence, context, and proposed solutions.

Frontline Communication and Experience Standards
Contribute to the development of communication guidelines, knowledge articles, scripts, templates, frequently asked questions, and tone-of-voice standards across frontline channels.
Ensure that customer-facing communication is clear, consistent, empathetic, brand-aligned, and adapted to the needs of clients, consumers, merchants, and other user groups.
Support frontline teams in applying a consistent service language across phone, email, chat, social, self-service, and other customer interaction channels.
Review customer communication materials to identify unclear wording, unnecessary complexity, or opportunities to improve guidance and reassurance.
Help ensure that experience standards are reflected in both what Pluxee communicates and how it communicates with customers.

Tool, Feature and Journey Roll-Out Support
Assist in the roll-out of new tools, features, digital journeys, service processes, or customer-facing changes by providing a customer experience perspective.
Validate the potential UX/UI impact of new solutions, ensuring that changes are understandable, usable, accessible, and aligned with customer needs.
Participate in testing, user feedback collection, pilot reviews, and post-launch analysis where relevant.
Identify adoption risks, customer confusion points, or service impacts linked to new tools, features, or journey changes.
Provide recommendations to improve customer guidance, onboarding, support content, and frontline readiness during roll-outs.

Customer Culture, Best Practice Sharing and Experience Advocacy
Act as an internal advocate for customer needs, promoting a service culture focused on quality, empathy, clarity, efficiency, and long-term satisfaction.
Help document and disseminate best practices in customer engagement, journey improvement, feedback usage, and experience delivery.
Share customer insights and practical examples with teams to build awareness of how business decisions affect clients, consumers, and merchants.
Support training, workshops, or internal discussions that help teams better understand customer expectations and pain points.
Contribute to a customer-centric mindset across local teams by ensuring that decisions are informed by customer evidence, feedback, and real journey observations.

YOU ARE A MATCH IF...

Education:
Bachelor’s or Master’s degree in Marketing, Business, Design, Communication, or related field.

Work Experience:
3–5 years of experience in customer experience, service design, customer care, or user research roles.
Previous exposure to customer feedback programs, experience mapping, or service process improvement.

Skills & Certifications:
Familiarity with journey mapping techniques and feedback analysis tools.
Competence in preparing dashboards, reports, and customer insight presentations.
Experience in working cross-functionally within commercial or service teams.

Languages:
Fluent English and Spanish

Competencies:
Customer Journey Mapping
Ability to document and interpret customer interactions across channels to identify gaps and opportunities.
Customer Feedback Analysis
Skilled in using survey results, contact data, and open feedback to produce actionable recommendations.
CX Documentation & Standards
Supports consistent application of brand tone, service language, and experience rituals.
Cross-Team Enablement
Provides insights and materials that help other teams improve customer touchpoints.
Experience Testing Support
Contributes to testing or validating new features, communications, or service models from a user perspective.

Why join Pluxee?

Join an inclusive team

Work at the heart of the community alongside 5,000 experts across 29 countries - we embrace diversity and value uniqueness, fostering a workplace where everyone can thrive.

Turn inspiration into possibility

Get space to try new ideas, experiment and move the world of work forward as you bring new digital experiences - and moments of connection - to millions of people.

Make a positive impact

Touch millions of lives and create meaningful change for people and the world we share, supporting our commitments to diversity, sustainability, and local economies.

Grow with us

Get support you need to take meaningful steps in your career, whether you're performing your work/life balance or learning new skills.