eleks - Customer Experience Expert, JR625
Requirements
• ELEKS Product Design Office is looking for a Senior Customer Experience Expert in Poland, Croatia and Ukraine. • You’ve already built reliable agentic AI workflows — this isn’t your first experiment • 3+ years designing complex customer experience solutions across multiple touchpoints • 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 • 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
Responsibilities
• 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
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