Role: CX Researcher- Customer Journey Specialist
Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living. As a Customer Journey Specialist you will be responsible for designing, developing, and continuously improving end-to-end customer journeys for GBS and beyond. Key role in shaping the customer experience domain at S+N by turning insights into actionable journey improvements that drive value for both customers and the business.

What will you be doing?
• Design, create, and continuously improve customer journeys across Service Line partnerships
• Develop and evolve the strategy for Customer Journey Mapping (CJM), including standards, tools, and best practices
• Collaborate closely with Service Line partners, stakeholders, and customers to deliver high-quality insights and actionable recommendations
• Analyze customer experiences across selected journeys using qualitative and quantitative data
• Plan, organize, and facilitate workshops, interviews, and focus groups to gather insights




• Translate customer insights and pain points into clear improvement opportunities and experience optimization initiatives
• Execute the improvements collaborating closely with Stakeholders

What will you need to be successful?
• Robust knowledge of Customer Experience (CX) methodologies
• Ability to observe, understand, and analyze user behaviors, needs, and emotions
• Strong collaboration skills, with experience working alongside designers, researchers, and developers
• Good understanding of design and service design processes
• Excellent communication and facilitation skills
• English proficiency at C1/C2 level
• Experience Design/Marketing/Research Related education
• Experience working in a Service Management or IT Service environment is a plus

You Unlimited.
We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.
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📌 CX Researcher- Customer Journey Specialist (Pune)
🏢 Smith+Nephew
📍 Pune