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Lead Customer Experience Research Specialist 🔥


We're Celonis, the global leader in execution management and process mining technology, and one of the 50 most valuable private companies in the world. We believe that every company can unlock its full execution capacity - and for that, we need you to join us as a  Lead Customer Experience (CX) Researcher.

The Team:

Our CX team is responsible for architecting an unparalleled experience that ensures each interaction with Celonis is orchestrated to empower every customer to realize perpetual value. Areas of focus include customer understanding (voice of the customer and intelligence), experience design (digital and non-digital journey experiences by customer segment) and customer advocacy (advisory and exchange forums, customer reviews, references and stories). 

The Role:

The Lead Customer Experience Researcher will report to the leader of Customer Understanding and Experience Design. The role will be responsible for leading research efforts to develop a clear and comprehensive view of the customer experience, identifying opportunities for digital and non-digital engagement through the customer journey, and presenting findings and recommendations to ensure that priorities are responsive to our customers' feedback and research insights. 

The work you’ll do:

  • Collaborate across the CX organisation to identify and prioritize research needs. 
  • Conduct research to understand customer and user needs, pain points, as well as their behaviors and characteristics.
  • Develop key customer and user personas.
  • Plan and conduct end to end research projects
  • Clearly present findings and recommendations to develop and enhance experiences through compelling presentations
  • Leverage design thinking methods to facilitate customer journey mapping.
  • Design customer surveys
  • Support the execution and measurement of experience improvement initiatives 

The qualifications you need:

  • Obsession for creating outstanding client experiences
  • 8+ years’ experience using human centered design (design research / design thinking) research methodologies 
  • Growth mindset and natural curiosity, particularly in staying up to date on the latest techniques and customer experience research methodologies
  • Proven success with multiple research methods with a strong perspective on the best tools needed
  • Excellent analytical, conceptual thinking, strategic planning and execution skills
  • Ability to translate research insights into actionable recommendations
  • Ability to deliver results with minimal guidance, short turnaround times, and progress in the face of ambiguity, managing multiple projects while working under pressure
  • Prior experience in B2B SaaS
  • Fluency in written and spoken English 

What Celonis can offer you:

  • The unique opportunity to work within a new category of technology, Execution Management
  • Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, mentorships, yearly development stipend)
  • Great compensation and benefits packages (stock options, generous time off, parental leave, and more)
  • Work from home support (mindfulness tools such as Headspace, monthly remote working stipend, flexible working hours, virtual events and workshops)
  • A global and growing team of Celonauts from diverse backgrounds to learn from and work with
  • An open-minded culture with innovative, autonomous teams
  • Employee resource communities to help you feel connected, valued and seen (Women@Celonis, Parents@Celonis, Pride@Celonis, Resilience@Celonis, and more)
  • A clear set of company values [1] that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future

About Us

Celonis believes that every company can unlock its full execution capacity. Powered by its market-leading process mining core, the Celonis Execution Management System provides a set of applications, and developer studio and platform capabilities for business executives and users to eliminate billions in corporate inefficiencies. Celonis has thousands of global customers and is headquartered in Munich, Germany and New York City, USA with 15 offices worldwide.

Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Different makes us better [2]

#LI-EB1


  1. https://www.celonis.com/company/values/
  2. https://www.celonis.com/careers/diversity/

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