Customer Journey Designer

# One Group | One Power

We are Enerwave, member of HELLENiQ ENERGY and a leader in providing outstanding and innovative energy solutions. We operate with passion, being engaged in heart and mind to what we do, and we pride ourselves on offering our employees a place where they can excel, creating value. We are offering now a set of exciting positions in our headquarters in Athens, across multiple departments and areas of expertise.

We are currently looking for a Customer Journey Designer, who will be responsible for designing, optimizing and orchestrating end‑to‑end customer journeys by deeply understanding customer needs, pain points and expectations across all touchpoints. By leveraging design thinking, process mapping, customer insights and cross-functional collaboration, the role ensures that journeys are seamless, efficient and aligned with business goals. The Customer Journey Designer transforms customer experience strategy into actionable, human‑centered journey improvements that enhance satisfaction, loyalty and operational effectiveness.

What will you do:

• Map, analyze and optimize end‑to‑end customer journeys across channels (physical, digital, support, store, etc.), identifying friction points and opportunities to improve the customer experience.
• Use customer insights, operational data, personas and research findings to design journeys that meet customer expectations and deliver measurable business value.
• Lead or contribute to design thinking workshops, ideation sessions, and co-creation activities with internal stakeholders to define future-state journeys and innovative customer-centric solutions.
• Develop customer journey documentation (current state, future state, service blueprints, journey maps) ensuring clarity, alignment and usability across teams.
• Collaborate closely with process owners, Marketing, Sales, Customer Operations, IT to ensure journey improvements are feasible, scalable and aligned with operational and strategic priorities.
• Ensure that redesigned journeys incorporate business decisions, CX strategy, regulatory requirements and digital experience best practices. Translate journey findings into clear, actionable recommendations and present them to leadership in a compelling and structured manner to influence decision-making and prioritization.
• Drive the execution of journey improvement initiatives by acting as the connective tissue between stakeholders — tracking ownership of actions derived from journey redesigns, facilitating alignment on responsibilities, and following up to ensure timely progress. Proactively identify blockers, escalate risks, and maintain visibility across workstreams to keep initiatives on track from insight to implementation.
• Identify journey KPIs and success metrics (i.e.t NPS, CES by touchpoint, operational KPIs) and embed them directly into journey mapping activities by linking each KPI to the corresponding touchpoint, stage, and customer pain point.
• Participate in User Acceptance Testing (UAT) for digital and operational enhancements linked to journey improvements, ensuring customer-centric requirements are met.

What you need to be successful:

• A BSc in Business Administration, Marketing or a related field
• A MSc or MBA or Post-graduate studies in relevant field will be considered an asset
• 3-5 years of working experience in customer journey design, service design, customer experience, or process improvement roles, ideally within retail, services, or digital environments
• 2 years of working with cross-functional teams to implement journey or process improvements
• Certifications in CX, service design or design thinking (e.g., CXPA) are considered strong assets, supported by proficiency in journey‑mapping and design tools (e.g., Mural)
• Strong command of qualitative research methodologies, including interviews, shadowing and observation, enabling effective interpretation of customer insights
• Strong experience in process mapping and service blueprinting to support end‑to‑end journey design
• Strong knowledge in MS Office (PowerPoint advanced, Excel good) & Mural
• Professional working proficiency in English (written and spoken)
• Salesforce knowledge will be considered as an asset
• Strong customer-centric mindset with the ability to view processes from an end‑user perspective
• Excellent stakeholder management and cross-functional collaboration skills
• Skilled in facilitating workshops and guiding teams toward customer-centered solutions
• Strong execution mindset with the ability to move from concept to implementation support
• Ability to translate insights and complexity into clear visuals, maps and narratives that drive understanding and alignment
• Strong analytical thinking combined with creative problem‑solving abilities
• Ability to balance customer needs, business priorities and operational constraints when designing journeys

Our offer to you:

• Competitive salary
• Performance-based variable pay 💰
• Ticket restaurant card 💳
• Transportation reimbursement ⛽
• Private Health Insurance coverage 🩺
• Pension Scheme
• Home electricity and natural gas discount ⚡
• Continuous learning & upskilling opportunities and access to our premium online training platform 📚
• Reimbursement for your athletic activities 🥈
• Wellness initiatives & benefits at the office

Enerwave will keep your personal information for a period of 2 years from the submission date, after which we will delete your personal data. Enerwave has the right to transfer your personal information to third parties to whom it has assigned services, which require the collection and processing of such personal data for candidate evaluation in the process of personnel selection.

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