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/](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. Stay connected by joining our [Talent Community](https://smithnephew.wd5.myworkdayjobs.com/External/page/4ba17039009510002b17ea5e89c40000). We're more than just a company - we're a community! Follow us on [LinkedIn](https://www.linkedin.com/company/smith-&-nephew/) to see how we support and empower our employees and patients every day.   Check us out on [Glassdoor](https://www.glassdoor.com/Overview/Working-at-Smith-and-Nephew-EI_IE10233.11,27.htm) for a glimpse behind the scenes and a sneak peek into **You. Unlimited.**, life, culture, and benefits at S+N. Explore our [website](https://www.smith-nephew.com/en/) and learn more about our mission, our team, and the opportunities we offer.