CX Expert

Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.

Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants.

Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet.

Employee Contract type:

Permanent Regular

Job Description:

Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.
Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants.
Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet.

Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.
Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants.
Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet.
🚀 Your next challenge
As a CX Expert, your mission is to elevate both the customer and agent experience by identifying friction points, driving innovation, and aligning the organization around customer-centric strategies. You will lead initiatives that transform insights into action, ensuring every touchpoint delivers value and satisfaction.
 

Key Responsibilities

• Evaluate and Optimize Experiences: Continuously assess stakeholder experiences across touchpoints and propose improvements.
• Challenge existing Customer Journeys: Identify pain points and opportunities across the end-to-end customer lifecycle.
• Redesign Processes: Collaborate cross-functionally to streamline operations and improve service delivery.
• Champion Customer-Centric Culture: Align departments around shared CX goals and embed customer focus into daily operations.
• Drive Continuous Improvement: Lead ongoing enhancements based on feedback, data, and performance metrics.
• Implement Innovation: Introduce new technologies and AI-driven tools (e.g., chatbots, self-service platforms) to improve experience.
• Monitor and Report: Maintain and evolve the CX dashboard to track KPIs and communicate progress to stakeholders.
   

Technical Competencies

• Strong understanding of Customer Journey Evaluation.
• Strong grasp of Feedback Management methodologies.
• Familiarity with AI and Digital Tools (e.g., chatbots, web platforms).
• Ability to build and interpret CX Dashboards and KPIs.
• Knowledge of Customer Care Operations and supporting processes.

Competencies

• Customer Focus: You put the customer at the heart of every decision.
• Innovation-Driven: You seek out and apply new ideas to improve experiences.
• Collaborative: You work cross-functionally to align teams and drive change.
• Results-Oriented: You deliver measurable improvements, even under pressure.

Qualifications & Experience

• 3+ years of experience in a CX-focused role, ideally in B2B or B2C service industries.
• Proven track record of leading or contributing to CX transformation initiatives.
• Bachelor’s degree required; MBA or advanced degree in Business, Marketing, or related field preferred.

🏅 Your team
Michael Delire
📍 Your location
Brussels/Hybrid
☀️ Happy at work
1) A meaningful job: Be the change! Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contribute to make a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies.
2) A great culture: People matter – a lot! Be part of a multicultural team that moves as one in a fast paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work-life balance, new ideas and we have a lot of fun!
3) An empowering environment: Be yourself! At Pluxee we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive work place where all abilities are celebrated, and equal learning and growing opportunities are a given.