Senior Customer Experience Expert, JR625

Job description

ELEKS [Product Design Office](https://careers.eleks.com/about/user-experience-office/) is looking for a Senior Customer Experience Expert in Poland, Croatia and Ukraine. #### ABOUT THE ROLE We’re looking for a Senior Customer Experience Expert who designs exceptional end-to-end experiences and knows how to put AI to work in the process. You’ll own the customer journey across every touchpoint and channel — turning deep research, data, and creative problem-solving into experiences that feel effortless and drive real business growth. But you won’t do it the slow way. You understand how modern AI works, and you build automated, deterministic AI workflows that take the grind out of research synthesis, persona generation, journey analysis, and reporting — so you and your team spend more time on judgment and craft, and less on manual overhead. If you’re the kind of CX designer who has already built a set of reliable agentic AI workflows into how you work — not gimmicks, but dependable, repeatable systems you use every day — this role was written for you. ### REQUIREMENTS - You’ve already built reliable agentic AI workflows — this isn’t your first experiment - **3+ years** designing complex customer experience solutions across multiple touchpoints - Demonstrable experience building multiple reliable agentic AI workflows integrated into your own design and research processes - Experience running practical trainings and facilitating leadership around CX Design - Experience with both large corporate clients and medium-size businesses - Experience using customer data and analytics to inform CX decisions - Experience implementing Voice of Customer programs and analyzing feedback - Experience in CX Strategy - You have a track record of building and shipping agentic AI workflows that you use in your own day-to-day processes — not proofs-of-concept, but workflows you rely on and trust - You can point to several concrete examples of AI workflows you’ve built end-to-end: what problem each one solved, how you made it reliable, and the results it produced - You understand how AI models actually work — where they’re strong, where they break, and how to design around their failure modes to get consistent, repeatable, deterministic output - You’re hands-on with agentic / spec-driven AI frameworks such as BMAD, “Superpowers,” or equivalents, and comfortable orchestrating multi-step, multi-agent workflows that hold up in real use - You treat AI as core infrastructure for how you work — automating research synthesis, persona and scenario generation, journey analysis, and reporting — and you’re always refining and hardening those workflows over time - You’re a strong CX strategist and designer - Strategic mindset — you align CX initiatives with overarching business objectives - Advanced proficiency in customer research methodologies, customer journey mapping, and predictive analytics - Excellent communication and interpersonal skills, with the ability to influence stakeholders at every level - Strong storytelling — you can articulate the value of CX work and drive organizational change ### RESPONSIBILITIES - Lead CX initiatives and projects in close collaboration with cross-functional teams, from launch through ongoing optimization - Develop and implement omnichannel CX strategies aligned with business goals, keeping experiences consistent and coherent across all touchpoints and channels - Build and run AI-powered workflows that automate and accelerate CX work — synthesizing research, generating personas and scenarios, analyzing journeys, and producing insights — using agentic, spec-driven frameworks (e.g. BMAD, “Superpowers,” or similar) to make those workflows reliable and *deterministic* rather than ad-hoc - Apply advanced research methods, journey mapping, and predictive analytics to gain deep insight into customer behavior and inform experience improvements - Champion customer-modelling techniques to create detailed personas and scenarios that drive empathy and guide design - Synthesize findings from user research, market research, usability research, data analytics, and secondary research into clear, actionable recommendations - Facilitate workshops with stakeholders to ideate, collaborate, and co-create solutions - Lead conceptual design efforts, transforming insights and requirements into innovative, user-centered concepts - Establish and continuously analyze metrics, customer feedback, and trends to spot opportunities and drive growth - Deliver compelling reports and presentations that articulate the value and impact of CX initiatives to stakeholders at every level - Advocate for accessibility, ensuring products and services are inclusive and meet recognized accessibility standards and guidelines