Customer Experience Expert, JR625

ELEKSProduct Design Officeis looking for a Senior Customer Experience Expert in Poland, Croatia and Ukraine.

• 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

• You’ve already built reliable agentic AI workflows — this isn’t your first experiment
• 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