User Journey Specialist (Fintech)

TL;DR

User Journey Specialist (Fintech): Mapping and optimizing end-to-end customer journeys for clients, consumers, and merchants with an accent on identifying friction points and improving service delivery. Focus on analyzing customer feedback, driving process improvements, and ensuring consistent brand communication across all digital and service channels.

Location: Madrid (Onsite)

Company

hirify.global is a global leader in employee benefits and engagement, dedicated to creating personalized and sustainable employee experiences for millions of people worldwide.

What you will do

• Map and analyze end-to-end customer journeys to identify moments of friction and improvement opportunities.
• Execute and track local customer satisfaction programs including NPS, CSAT, and CES.
• Partner with cross-functional teams to optimize processes and resolve recurring customer pain points.
• Develop and maintain communication guidelines, scripts, and tone-of-voice standards for frontline channels.
• Validate the UX/UI impact of new tools, features, and digital journeys during roll-outs.
• Advocate for customer needs and disseminate best practices in customer engagement across the organization.

Requirements

• Fluent English and Spanish required
• Bachelor’s or Master’s degree in Marketing, Business, Design, or Communication.
• 3–5 years of experience in customer experience, service design, or user research.
• Proven experience with journey mapping techniques and feedback analysis tools.
• Ability to create dashboards, reports, and presentations for leadership teams.
• Experience working cross-functionally within commercial or service environments.

Culture & Benefits

• Work within an inclusive, diverse team of 5,000 experts across 29 countries.
• Opportunities to experiment with new ideas and digital experiences.
• Commitment to sustainability, diversity, and local economic impact.
• Support for professional growth, skill development, and work-life balance.