English Customer Experience Advisor

The Customer Experience Process Specialist drives business transformation across all global Customer Excellence teams (After Sales & Customer Service) by designing, developing and evolving all elements and tools behind successful customer experiences and operational excellence. This role bridges strategy and execution through a blend of data‑driven insights, cross‑functional collaboration, and disciplined project management.

Execute business transformation initiatives on Customer Experience across all project phases (discovery, design, development, delivery, optimization), on both stand‑alone engagements and workstreams of a broader functional program, ensuring delivery on time, on quality and on budget

Facilitate continuous operational improvement by transforming Customer Experience data and intelligence (customer interactions, process mapping and mining, root cause analysis, stakeholder interviews, benchmarking, and AI opportunities) into actionable insights that streamline processes, enhance service quality and support effectiveness, and increase the operational efficiency of the After Sales and Customer Service function. Ensure proper execution and continuous monitoring through data models that test the effectiveness of different improvement actions.

Partner with a diverse set of stakeholders, on a global and regional level and varied seniority levels, to ensure project delivery and facilitate change management – also expanding on adjacent functions required for transformation: AI, IT, CRM, eCommerce, Operations, Product, Wearables …

Support CEx Management and Leadership in preparation of executive updates

At least 2 years ofexperiencein Customer Experience or Process Specialist roles. Familiarity with After Sales / Customer Service or Operations in general is considered a plus.

English fluency; superior written and verbal communication skills.

Proficiency in the use of analytical tools and MS Office suite.

Proven expertise in delivering and deploying business projects and improvements involving Automation and Artificial Intelligence capabilities directly impacting business KPIs

Access to our cutting‑edge learning platform, Leonardo, and personalized development programs to help you grow professionally and personally.

Enjoy flexible work conditions with up to 50% flexibility, depending on role and function.

Access special offers for employees on a vast range of eyewear, eyecare products, and fashion apparel, so you can enjoy our world‑class brands firsthand.

Benefit from comprehensive health insurance coverage, ensuring you and your family’s well‑being.

We are committed to creating an inclusive environment for all employees.