Customer Experience Specialist Fixed Term Contract

Position Summary

The Customer Experience (CX) Specialist will help drive a customer-first culture across the EMEA region by supporting key CX initiatives and programs that enhance the customer journey. This role will contribute to high-impact projects such as SMILES, CARE, and CX Week, and help deliver internal communications that engage and inspire employees around CX priorities.
In collaboration with cross-functional teams, the CX Specialist will support the execution of the EMEA Relationship Survey, contribute to data-driven customer insights, and assist in the continuous improvement of the Teleflex eCommerce platform to ensure a seamless user experience.

By promoting CX best practices and fostering internal collaboration, the CX Specialist will serve as a passionate advocate for customer satisfaction and loyalty, helping to deliver meaningful business value through every customer interaction.
This position will report to the Director, Customer Experience, EMEA.

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Principal Responsibilities

Customer Experience:
•    Support CX leadership in delivering initiatives and projects that drive growth and improve customer loyalty, as measured by metrics like Net Promoter Score (NPS) and Customer effort score (CES).
•    Support the rollout of key programs (e.g. Champions, SMILES, CARE, CX Week) that promote a customer-first mindset across EMEA.
•    Contribute to CX communication that engages and inspires employees to deliver exceptional customer experiences.
•    Act as a CX advocate by sharing best practises and fostering collaboration across teams.

myTeleflex:
•    Support the daily management and continuous improvement of the storefronts to ensure a smooth and consistent UX.
•    Collaborate with the web developers to test updates, troubleshoot issues, and manage integrations or enhancements
•    Propose and help implement UX improvements across the platform.
•    Develop and maintain internal documentation, training materials, and onboarding support for new users of the system.

EMEA Listening Platform –Relationship Survey:
•    Contribute to the design, development, and rollout of the EMEA relationship survey, ensuring timely execution and cross-functional alignment.
•    Collaborate on customer database cleaning and validation to ensure data accuracy for survey distribution and other listening efforts.
•    Coordinate internal and external communications for survey promotion and follow-up in partnership with Marketing, Sales and Communication.
•    Support the feedback loop by tracking follow-up actions, helping teams respond to insights and improve customer experience.
•    Monitor survey participation and flag issues or improvement opportunities to increase engagement and data quality.
•    Assist in analysing and presenting customer feedback to drive actionable insights.

Education / Experience Requirements

•    Bachelor’s Degree
•    2+ years’ experience in Customer Service, Marketing or eCommerce, (preferably in Medical Device or B2B sector).

•    Adaptability and Resilience: comfortable working in fast-evolving, ambiguous environment with shifting priorities. Able to take initiative, plan effectively, and execute with flexibility.
•    Customer-Centric Mindset: Passionate about improving customer experiences and empowering people to work more easily and efficiently.
•    Creative Problem-Solving: Proactive in identifying opportunities, resolving challenges, and bringing forward innovative, practical solutions.
•    Stakeholder engagement: able to collaborate across functions and engage with diverse stakeholders to understand their needs and translate them into actionable insights.
•    Curiosity and learning agility: eager to explore new tools, platforms, and technologies. Open to questioning own assumptions and continuously improving.
•    Organizational excellence: demonstrates exceptional attention to detail, time management, and organizational skills.
•    Technical fluency: advanced in Microsoft excel and other Microsoft 365 applications; comfortable navigating basic web and digital tools. 
•    ERP Knowledge: experience with ERP systems (SAP ECC preferred) for referencing information and extracting data is a plus. 

Specialized Skills / Other Requirements

•    Customer Centric Mindset: Always act with the customer in mind, striving to understand and exceed expectations
•    Authentic & Sincere: Communicate openly and genuinely, trust through honesty and integrity
•    Collaborative and appreciative: work well with others, valuing diverse perspectives and recognizing contributions
•    Supportive and dependable: be a reliable team player, ready to help and follow through on commitments
•    Adaptable & Open to Change: embrace new ideas and adjust quickly to evolving priorities
•    Accountable & Proactive: take ownership of your work, follow through on responsibilities, and drive results