Smith & Nephew
CX Researcher- Customer Journey Specialist
- Location IND - NonGBS-Pune-Kharadi
- Experience ~5-10 yrs
- Job type Full-time
- Posted 13 Oct 2026
You will be taken to Smith & Nephew’s own careers page to apply. Job ID R91317.
Job description
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
