Customer Application Specialist

Quick Facts

Location: Poznań. Expected start: November/December 2026.

Description

Customer Application Specialist coordinates projects for electronic customer service development and helps define business requirements for new application features, electronic forms, and other digital customer channels. You will collaborate with IT, sales, customer service, and external suppliers, participate in testing and business acceptance, and support deployments and ongoing channel operations. The role also involves monitoring digital customer experience trends (including AI and automation), analyzing market and competitor solutions, and preparing benchmarks and business recommendations.

Responsibilities

• Coordinate projects related to the development of electronic customer service.
• Contribute to defining business requirements for new functionalities in customer-facing applications, electronic forms, and other digital channels.
• Work with IT, sales, customer service, and external vendors.
• Participate in testing new solutions, business acceptance, and implementations.
• Monitor trends in digital customer experience, AI, process automation, and customer self-service.
• Analyze solutions used by market leaders and competitors.
• Create benchmarks, business analyses, and development recommendations.
• Identify customer needs based on operational data, satisfaction research, and user behavior analysis.
• Maintain electronic customer service channels, handle user tickets, monitor activity, and identify areas for improvement.

Requirements

• Higher education; preferred background in e-business, marketing, and digital communications.
• Minimum 2–3 years of experience in customer service, development of digital services, e-commerce, IT projects, or process management.
• Experience delivering or supporting implementation projects.
• Ability to work with data and prepare management presentations.
• Knowledge of electronic customer service, Customer Experience (CX), and digital transformation.
• Ability to prepare analyses, reports, and business recommendations.
• Ability to use no-code/low-code tools to support process digitization.
• Basic knowledge of programming and business process automation.
• Knowledge of digital customer service, CX, and UX trends.
• Knowledge of Microsoft 365, especially Excel, PowerPoint, and Teams.
• Basic English.

Benefits

• Sports activities co-financing.
• Private medical care.
• Co-financing of training and courses.
• Life insurance.
• Discounts on company products and services.
• Company sports team.
• Pension program.
• Co-financing of holidays/rest.
• Co-financing for children’s vacations.
• Charity initiatives.