[Hiring] Senior Customer Experience Expert @Eleks

Role Description

We’re looking for a Senior Customer Experience Expert who designs exceptional end-to-end experiences and knows how to put AI to work in the process.

• You’ll own the customer journey across every touchpoint and channel — turning deep research, data, and creative problem-solving into experiences that feel effortless and drive real business growth.
• You understand how modern AI works, and you build automated, deterministic AI workflows that take the grind out of research synthesis, persona generation, journey analysis, and reporting.
• If you’re the kind of CX designer who has already built a set of reliable agentic AI workflows into how you work, this role was written for you.

Qualifications

• 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.
• Experience in CX Strategy.
• You have a track record of building and shipping agentic AI workflows that you use in your own day-to-day processes.
• You can point to several concrete examples of AI workflows you’ve built end-to-end.
• You understand how AI models actually work — where they’re strong, where they break, and how to design around their failure modes.
• You’re hands-on with agentic/spec-driven AI frameworks such as BMAD, “Superpowers,” or equivalents.
• You treat AI as core infrastructure for how you work.
• 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.
• Build and run AI-powered workflows that automate and accelerate CX work.
• Apply advanced research methods, journey mapping, and predictive analytics to gain deep insight into customer behavior.
• Champion customer-modelling techniques to create detailed personas and scenarios.
• 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.