Senior Customer Experience Specialist

Join Whalebone, a Brno-based cybersecurity company, and be part of a significant and exciting mission to safeguard one billion people from cyber threats without any hassle.

Our products are dedicated to Telecommunication companies, ISPs, enterprises, public institutions and governments spread across the globe including A1, O2 Telefonica, and many others.

We are seeking a Senior Customer Experience Specialist to join our growing team. To provide the most optimal services to our customers is a natural part of what Whalebone is built on, now we want to extend and manage it. This is a strategic role with high potential for growth. You will expand curent CX activites and grow CX maturity withing Whalebone DNA. You will have the chance to growth into a leadership role. 

Apply now and help us protect the online world around us!

🔍Responsibilities

• Map the Current Customer Experience, analyze customer behavior to understand their motivations, expectations, needs, and identify areas for improvement.

• Lead Customer Experience Research

• Analyzing current security trends and their impact on our product and our customers

• Manage and Execute CX Projects from start to finish.

• Create an impact on Whalebone business environment when you define and set Customer Experience measurements, analyse data, suggest action items, execute.

• Advocate the Customer Experience program and communicate with departments, understand their needs to and from customers, agree on activities, and execute it.
  

🎯Requirements

• We expect the Customer Experience framework is a natural interest of yours with at least 3 years of relevant experience

• You are not only familiar with customer-centric approach, you also live it and you are able to train others.

• You have analytical and logical thinking, you like to solve problems and suggest simple and complex solutions.

• You must have the ability to practice bird’s eye view to understand various angles of customer journey.

• You have basic to advanced knowledge of IT or cyber security

• You want to learn new things and quickly adapt to a new environment.

• Clear and excellent communication skills, both internal and in some cases external with customers, is your nature

• You are able to request the right data, justify why you need it, and interpret its content.
  

Nice to have 

• Experience with both B2B Business to Business and B2C Business to Customer environment

• Data analysis

• Experience with project management

• Understanding how Internet and its components work
  

🌴 Company Perks 

• An opportunity to participate in the growth of one of the most exciting cybersecurity companies.

• Flexible working hours and home office option (4+1 hybrid model)

• 20+5 vacation days

• option to choose ESOP as a benefit

• You will be supported to learn, grow, and gain new experiences with us!

• Offices right in the heart of Brno with a Terrace available for private parties

• Regular company events & teambuilding