Sr. Consumer Experience Specialist

About the role

We are looking for a Senior Consumer Experience Specialist to lead the mapping and improvement of the customer journey across all touchpoints. You will work closely with cross‑functional teams to turn insights into actionable strategies that enhance the overall consumer experience.

Key responsibilities

• Manage the creation and maintenance of Customer Journey maps and related documentation.
• Analyze existing consumer experiences, study behavior, and identify gaps based on research data.
• Develop concepts, hypotheses and test them using MVP, FFRWD or similar approaches.
• Collaborate with the marketing research team to design and conduct qualitative and quantitative studies.
• Design and implement optimization strategies from brand awareness to post‑sale service.
• Build and manage roadmaps with various business units to achieve experience‑related initiatives.
• Contribute to communication, program, service and UX improvements based on insights.
• Continuously review processes and introduce improvements to increase efficiency.
• Share current journey status, insights and progress reports across the organization.

Required profile

• At least 5 years of experience in FMCG, consumer electronics, financial services, technology, telecommunications or a marketing/research agency.
• Minimum 2 years in consumer research, design research, service design, or working with digital and offline touchpoints.
• At least 2 years creating Experience Maps and User Journeys.
• Strong analytical and structured thinking to solve complex problems.
• Ability to translate data into clear insights and actionable recommendations.
• Excellent written and verbal communication skills.
• Proven ability to manage multiple tasks, stakeholders and tight deadlines in a fast‑changing environment.
• Proficient use of Microsoft Office suite.

Required skills

• Microsoft Office

What we offer

• Opportunity to develop your career in a global business environment.
• Access to ambitious projects that shape the future of consumer experiences.
• Collaborative culture with diverse professional growth pathways.