CX Expert

Nationale-Nederlanden Poland (NN) is hiring a CX Expert to work in the CX Centre, an expert team comprised of researchers, Service Designers, plain-language experts, and customer service quality experts. The role focuses on designing customer experiences for digital, traditional, and omnichannel channels and collaborating across different business areas in Poland.

• Minimum three years of experience in Customer Experience.
• Experience leading projects using human-centred design methods such as Design Thinking and Service Design.
• Ability to plan and lead design workshops for interdisciplinary groups both online and in person.
• Skilled in conducting qualitative research, user interviews, and testing customer solutions via prototypes, pilots, and experiments.
• Ability to combine customer and business needs, organise work effectively, and present clear recommendations using tools like Miro.
• Proactive, solution-oriented, with skills to influence stakeholders and drive change.

Nice to have:

• Very good command of English.
• Usage of AI tools to support research, workshop preparation, insight synthesis, and design process.

• Design digital, traditional, and omnichannel customer experiences with business partners.
• Analyse voice of the customer, map needs, and initiate experience improvements.
• Develop customer-centric skills across the organisation.
• Independently lead projects and collaborate with research and Service Design agencies.
• Participate in projects involving sales, service processes, user experience, and communication.
• Contribute to shaping the company’s customer experience strategy.