CX Researcher- Customer Journey Specialist

Location: IND - NonGBS-Pune-Kharadi

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.
• Stay connected by joining our Talent Community.
• We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.
• Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N.
• Explore our website and learn more about our mission, our team, and the opportunities we offer.