Job description

The Culture & Employee Experience Specialist plays a critical role in connecting internal employee experiences with the company's broader customer experience (CX) strategy. Reporting to the Head – Retail Customer Journey Mapping & Management, this role is responsible for mapping internal employee journeys, identifying CX-related friction points, and ensuring seamless communication of CX initiatives across departments. The specialist collects and analyzes employee feedback, collaborates with HR and CX teams to embed experience-aligned practices throughout the employee lifecycle, and monitors key performance indicators such as eNPS and internal service ratings. Responsibilities include conducting engagement sessions, managing feedback loops, driving internal service improvements, and supporting a culture of empowerment aligned with enhanced customer service delivery. This position requires high emotional intelligence, analytical and organizational capabilities, and strong communication and change management skills.