Customer Experience Process Specialist

If you’ve worn a pair of glasses, we’ve already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products [such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions], iconic brands that consumers love [such as Ray-Ban, Oakley, Persol, Oliver Peoples, Vogue Eyewear and Costa], as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences [such as Sunglass Hut, LensCrafters, Salmoiraghi & Viganò and the GrandVision network], and leading e-commerce platforms.

Join our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.

Discover more by following us on LinkedIn!

Your #FutureInSight with EssilorLuxottica

Are you willing to pioneer new frontiers, foster inclusivity and collaboration, embrace agility, ignite passion, and make a positive impact on the world?

Join us in redefining the boundaries of what’s possible!

Your role

The Customer Experience Process Specialist drives business transformation across all global Customer Excellence teams (After Sales & Customer Service) by designing, developing and evolving all elements and tools behind successful customer experiences and operational excellence. This role bridges strategy and execution through a blend of data-driven insights, cross-functional collaboration, and disciplined project management.

Main responsibilities:

• Execute business transformation initiatives on Customer Experience across all project phases (discovery, design, development, delivery, optimization), on both stand-alone engagements and workstreams of a broader functional program, ensuring delivery on time, on quality and on budget
• Facilitate continuous operational improvement by transforming Customer Experience data and intelligence (customer interactions, process mapping and mining, root cause analysis, stakeholder interviews, benchmarking, and AI opportunities) into actionable insights that streamline processes, enhance service quality and support effectiveness, and increase the operational efficiency of the After Sales and Customer Service function. Ensure proper execution and continuous monitoring through data models that test the effectiveness of different improvement actions.
• Partner with a diverse set of stakeholders, on a global and regional level and varied seniority levels, to ensure project delivery and facilitate change management – also expanding on adjacent functions required for transformation: AI, IT, CRM, eCommerce, Operations, Product, Wearables …
• Oversee and ongoing governance on strategic initiatives or capabilities for the CEx function, acting as a primary point of contact for all internal and external stakeholders
• Support CEx Management and Leadership in preparation of executive updates

Main requirements:

• Master’s degree in Economics, Engineering, Statistics or another quantitative field with excellent results.
• At least 2 years of experience in Customer Experience or Process Specialist roles. Familiarity with After Sales / Customer Service or Operations in general is considered a plus.
• English fluency; superior written and verbal communication skills.
• Proficiency in the use of analytical tools and MS Office suite.
• Proven ability in problem-solving: combining the right mix of quali/quantitative methods and critical thinking to extract insights from large sets of unstructured information and design new models and solutions for business improvement.
• Ability to think big (while paying careful attention to detail), and propensity to work in a fast-paced dynamic and international environment.
• Comfortable working with diverse stakeholders and functional teams to improve business outcomes; strong interpersonal skills; ability to form fruitful professional relationships; program management experience is considered a plus.
• Growth mindset, comfortable with feedback culture, “coachability”.

What’s in it for you

In EssilorLuxottica, you are not defined just by your job title. Each career adventure is unique, but have a glimpse of the benefits and perks you can have by choosing us.

1. Access to our cutting-edge learning platform, Leonardo, and personalized development programs to help you grow professionally and personally.

2. Enjoy flexible work conditions with up to 50% flexibility, depending on role and function.

3. Join the Corporate Shareholding Program “BOOST”, an opportunity to share in the company’s success and directly benefit from EssilorLuxottica’s growth.

4. Access special offers for employees on a vast range of eyewear, eyecare products, and fashion apparel, so you can enjoy our world-class brands firsthand.

5. Benefit from comprehensive health insurance coverage, ensuring you and your family’s well-being.

Recruiting process

Our recruitment process may vary; If you are selected, you will be contacted by our recruiters to guide you through the specific steps for your application.

Our Diversity, Equity and Inclusion commitment

We are committed to creating an inclusive environment for all employees. We celebrate diversity and provide equal opportunities to all, regardless of race, gender, ethnicity, religion, disability, sexual orientation, or any other characteristic that makes us unique.

Read Full Description