Customer Experience Specialist

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.

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