Customer Journey Specialist (Business)

Quick Facts

• Role: Customer Journey Specialist (Business)
• Location: Poznań (hybrid work after onboarding)
• Contract: Employment contract for a replacement period (~1.5 years)

Description

Design and develop new functionalities for the customer portal, translating business needs into clear requirements for IT and product design. You will run workshops, map user journeys, support UAT and business acceptance, and ensure new features comply with legal and internal regulations. After go-live, you will gather feedback, monitor success indicators, and recommend further improvements to the customer experience (CX).

Responsibilities

• Design and develop new functionalities in the customer portal
• Prepare business analyses, map user journeys, and run workshops
• Translate business needs into IT requirements (User Stories, project documentation)
• Ensure new functionalities comply with legal regulations and internal policies
• Prepare UAT test scenarios, test delivered solutions, and coordinate business acceptance
• Create implementation materials, instructions, and user communications
• Support system changes for users in cooperation with other teams
• Verify production issues and propose improvements
• Collect user feedback after rollout and monitor success indicators
• Recommend further customer-journey (CX) enhancements based on metrics
• Work closely with the team, business, IT, product designer, and external vendors

Requirements

• Higher education
• Experience in designing and testing new solutions and moderating workshops
• Ability to connect business goals with user needs and turn them into requirements for the development team and product designer
• Ease learning new applications and systems
• Ability to precisely formulate conclusions and design solutions based on them
• Creative thinking
• Strong communication skills with team members and stakeholders
• Proactive, willing to take on new challenges and propose own ideas

Benefits

• Employment contract for a replacement period (~1.5 years)
• Hybrid work model after onboarding period
• Benefits package including private medical care co-financing and sports card, plus cafeteria system access
• Clear goals linked to a bonus system
• Company onboarding and role onboarding
• Participation in interesting projects and influence on organizational development direction
• Opportunity to propose your own solutions and initiatives
• Access to trainings, workshops, and webinars