TL;DR

Cx Expert (Customer Support): Elevate customer and agent experience by identifying friction points, driving innovation, and aligning the organization around customer-centric strategies with an accent on customer journey evaluation, feedback management, and AI-driven tools. Focus on redesigning processes, championing customer-centric culture, and leading continuous improvements based on data and KPIs.

Location: Hybrid in Brussels

Company

%hirify_global% is a global player in employee benefits and engagement operating in 31 countries, serving over 500,000 clients and 36 million consumers with a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.

What you will do

Evaluate and optimize stakeholder experiences across all touchpoints.
Identify pain points and opportunities in the end-to-end customer lifecycle.
Collaborate cross-functionally to redesign and streamline processes.
Align departments around shared customer experience goals.
Lead continuous improvements using feedback, data, and performance metrics.
Implement innovative AI-driven tools like chatbots and self-service platforms.
Maintain and evolve CX dashboards to track KPIs and report progress.

Requirements

Location: Hybrid work setup in Brussels
3+ years experience in CX-focused roles, preferably in B2B or B2C service industries.
Bachelor’s degree required; MBA or advanced degree preferred.
Proven track record in leading or contributing to CX transformation initiatives.
Strong understanding of customer journey evaluation and feedback management.
Familiarity with AI and digital tools for customer experience enhancement.

Nice to have

Experience with AI-driven customer service technologies.
Advanced degree in Business, Marketing, or related field.

Culture & Benefits

Meaningful work impacting millions of lives and local communities.
Multicultural, inclusive, and empowering work environment.
Focus on wellbeing, work-life balance, and authentic care for people.
Support for diversity and equal learning and growth opportunities.