Customer Experience Researcher and Customer Journey Specialist

CX Researcher- Customer Journey Specialist

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.

What will you be doing?

• 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

What will you need to be successful?

• 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.

Experience Level

Senior Level