Customer Experience (CX) Expert

Quick Facts

• Role: Customer Experience (CX) Expert for B2C security and insurance services

• Focus: Turn customer needs into concrete product, service, and customer-journey improvements

Description

You will improve customer experience for security and insurance services by connecting customer feedback and research with business goals, processes, and technology. The role goes beyond analysis: you identify obstacles in key customer journeys, propose and validate improvements, and drive them into day-to-day practice. You will also measure impact using CX and operational KPIs and continuously search for further opportunities.

Responsibilities

• Connect customer experience with business, processes, and technology; find solutions valuable to both customers and the company

• Understand customer needs by combining feedback, research outcomes, and operational and commercial data

• Map current customer journeys and design the target experience across channels and touchpoints

• Identify root causes of problems and propose concrete measures for security and insurance services

• Define principles and recommendations for simple, clear, consistent customer experiences across the full lifecycle (offer, contracting, usage, incidents)

• Collect, structure, and prioritize business requirements; describe target solutions, processes, and dependencies

• Collaborate with product, IT, digital, and operations teams to prepare and implement changes

• Identify weak spots, redundant steps, and opportunities for digitalization or automation; update processes across the journey

• Define acceptance criteria, participate in user testing, evaluate defects and non-standard behaviors, and coordinate fixes before and after release

• Set and evaluate CX, business, and operational KPIs (satisfaction, usage, retention, efficiency, business impact)

• Coordinate improvement initiatives across the company; moderate workshops and prepare decision materials

• Monitor trends in customer experience, digital services, cybersecurity, and insurance to propose new ideas

Requirements

• Experience with customer experience, business analysis, process management, or product/service development

• Ability to translate customer needs into business goals and technical solution possibilities

• Analytical and business thinking: root-cause analysis, hypothesis formulation, and prioritized recommendations

• Knowledge of customer journey mapping and end-to-end process design with business requirements

• Experience implementing changes with IT/digital/product/operations teams (testing, rollout, readiness validation)

• Ownership mindset to push initiatives through obstacles to outcomes

• Ability to connect people across teams and present recommendations clearly to different audiences including management

• Result orientation: define and evaluate relevant CX/business/operational KPI performance

• Fluent Czech and practical English for communication and collaboration

• Advantage: experience from telecom or similar digital services; orientation in digital products and automation; agile experience

Benefits

• Smartphone compensation up to 25,800 CZK every 3 years

• Employee mobile plan with unlimited data and discounted calls/SMS for personal or work use

• Annual bonus up to 15% of annual base salary based on company results

• Discounts for T-Mobile services (up to -75%) for family and close ones

• Partner discounts

• Flexible working hours; home office options in the Czech Republic and abroad by agreement

• Shares2You stock program

• 6 weeks of vacation + 1 day for charitable work

• MultiSport card

• Free online prevention and possibility to book health specialists (uLékaře.cz)

• Health care with above-standard care at contracted providers

• Internal training via T-University

• Cafeteria benefits up to 15,000 CZK per year

• One day per year for volunteering with NGOs

• Psychological counseling

• Meal allowance per working day

• Sabbatical opportunity after 2 years (1 month)

• Retirement savings contribution after 12 months