CX Design Specialist

We are looking for a creative, analytical, and customer-obsessed CX Design Specialist to help shape and elevate the end-to-end customer experience across our digital products and support channels. In this role, you will contribute to designing intuitive customer journeys, improving self-service effectiveness, and optimising AI-driven support tools.

You will work closely with product, operations, data, and customer-facing teams to understand customer needs, identify friction points, and translate insights into clear, meaningful improvements. Whether refining chatbot prompts, enhancing Help Centre content, or mapping journey flows, you will play a key part in ensuring our customers enjoy simple, seamless, and engaging experiences.

This position is ideal for someone early in their CX/UX career who is curious, detail-oriented, eager to learn, and passionate about building better customer experiences through design, data, and collaboration.

Your Focus

• Support the improvement and optimisation of AI bots, including prompt engineering, conversation flow design, and training for more accurate and natural responses.
• Contribute to the enhancement of Help Centre articles — ensuring clarity, consistency, and alignment with customer needs.
• Participate in the design, testing, and implementation of new self-service features that drive customer engagement and increase Self-Service Usage.
• Assist in maintaining and improving application status pages and other digital journeys that guide customers through their processes.
• Collect, analyse, and summarise Voice of Customer data to identify key themes, recurring issues, and opportunities for improvement.
• Support data collection and basic analysis to understand how customers interact with different contact channels.
• Collaborate cross-functionally to identify and document process gaps impacting customer experience.
• Contribute to customer journey mapping and create clear documentation of improvements and feature changes.
• Participate in project planning, documentation, and progress tracking under the guidance of senior team members.
  
  

• Bachelor’s degree in Design, Human-Computer Interaction, Psychology, Communication, or a related field.
• Basic understanding of UX and CX principles, including customer journey mapping, conversational design, and self-service optimisation.
• Interest or basic experience with AI tools, including writing or refining prompts to improve chatbot and automation performance.
• Strong analytical and problem-solving skills, with the ability to interpret customer feedback and identify improvement opportunities.
• Good writing and editing skills, with a focus on clarity, tone, and usability for customer-facing content (e.g. Help Centre articles).
• Proficiency in design and collaboration tools such as Figma or Adobe XD.
• Excellent communication and teamwork abilities, comfortable working in cross-functional and project-based settings.
• High attention to detail, curiosity, and a proactive approach to continuous learning.
  
  

• A Truly Global Workplace – collaborate with 40+ nationalities across 25+ countries, embracing diversity, inclusion, and cross-cultural innovation
• Hybrid & Flexible Work – balance your life and career with remote-friendly policies and modern offices across Europe
• A Culture of Growth – accelerate your development with access to LinkedIn Learning, structured mentorship, and internal leadership programmes (HiPo & People Leader tracks)
• Workation Programme – work remotely from abroad for up to 2 months per year and experience new cultures while staying connected and productive
• Financial Growth Opportunities – invest in your future with our share purchase matching programme, doubling your contributions and fostering long-term rewards
• Private Health Insurance – access full medical coverage for peace of mind
• Internet Allowance – monthly support to stay connected while working remotely
• Snacks in Office – enjoy refreshments and light snacks to fuel your workday
• 13th Month Pay – guaranteed bonus equivalent to one-twelfth of your gross annual salary
• Complete Government-Mandated Benefits – including SSS, PhilHealth, Pag-IBIG, and others
• Up to 20 Days Service Incentive Leave – accrued from Day 1, available after 3 months