CX Expert (AI)

Location: Brussels, Belgium

Company

hirify.global provides employee benefits and engagement solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits in a global B2B2C ecosystem.

What you will do

• Own end-to-end experience transformation across onboarding and in-life customer journeys.
• Identify friction points and opportunities across digital and omnichannel experiences.
• Use data, feedback analytics, dashboards, and KPIs to prioritize improvements and uncover root causes.
• Drive digital adoption, stakeholder autonomy, and operational efficiency through service and product enhancements.
• Collaborate with IT, marketing, product, and operational teams to deliver usable, efficient solutions.
• Champion a customer-centric culture and align departments around shared CX goals.

Requirements

• At least 3 years of experience in a customer experience-focused role, ideally in B2B or B2C services.
• Experience leading or contributing to customer experience transformation initiatives.
• Expertise with digital tools, including help centers, bots, knowledge bases, and AI.
• Advanced ability to assess customer journeys, interpret feedback, identify root causes, and define improvements.
• Ability to construct and analyze CX dashboards and KPIs, with a solid understanding of customer care operations.
• English plus Dutch or French is required; a bachelor’s degree is required.

Nice to have

• MBA or an advanced degree in Business, Marketing, IT, or a related field.
• Experience in a B2B or B2C service industry.

Culture & Benefits

• Meaningful work supporting sustainable and personalized employee experiences.
• Multicultural and inclusive environment with a strong focus on diversity and belonging.
• Fast-paced, innovative culture that encourages new ideas and experimentation.
• Support for wellbeing, work-life balance, learning, and career development.
• Opportunity to contribute to initiatives supporting local economies and sustainability.