Customer Experience Specialist

About the job Are you ready to join a fast-growing company with a strong mission to drive sustainability and innovation? At CHG-MERIDIAN, we are pioneers in financial solutions and equipment management across the IT, Industrial, and Healthcare sectors. Our leasing solutions empower businesses with advanced technology while promoting sustainability throughout. Role purpose: The Customer Experience Specialist (CES) is a key operational and customer experience expert responsible for designing, implementing, and continuously improving customer-facing operational processes in Spain. Acting as a bridge between Sales, Operations, and Global/Regional Operations, the CES ensures that customer solutions are operationally viable, scalable, and aligned with Global Operations standards, while meeting customer expectations throughout the full lifecycle of a lease or service agreement. The role combines operational consultancy, deal triaging, customer onboarding, process ownership, and participation in transformation and digitalisation initiatives. The CES is a critical escalation point for process-related topics and plays an active role in driving standardisation, simplification, and continuous improvement. Key Responsibilities Process & Operational Consultancy: Act as Subject Matter Expert (SME) during pre-sales and deal consultation stages, providing operational guidance to Sales and customers. Participate in customer meetings to explain, negotiate, and align on end-to-end operational processes. Ensure proposed solutions are compliant with Global Operations frameworks and operational best practices. Perform root cause analysis of operational pain points across the customer portfolio and promote standardisation and optimisation. Operational Deal Triaging & Sales Partnership: Review, validate, and approve operational workflows in CRM systems. Classify deals and customer accounts as standard or non-standard and manage exception handling. Engage early with Sales on new opportunities to influence solution design from an operational perspective. Act as the operational representative in sales meetings and customer engagement activities. Customer Onboarding & Process Handover: Lead or support customer onboarding by providing detailed walkthroughs of operational processes and systems. Introduce customers to key operational stakeholders upon deal confirmation. Ensure a structured handover of agreed processes to Operations, with full clarity and documentation. Support Sales during customer meetings to ensure continuity and alignment. Process Ownership & Continuous Improvement: Ensure customer documentation (CIS, MLA, workflows, exception handling) is complete, accurate, and up to date. Own customer-specific operational processes across the lifecycle, including regular reviews and updates. Identify opportunities for simplification, automation, and removal of non-value-added activities. Contribute to the design of scalable and standardised operational models to support growth. Customer, Sales & Operations Engagement: Act as main point of contact and escalation for assigned key customer accounts and Key Account Managers. Maintain continuous collaboration with Operations teams to resolve issues and share best practices. Work closely with Operations Team Leaders to review operational pain points and implement improvements. Provide regular updates to Sales and Operations on key issues, improvements, and process changes. Transformation, Projects & Change Management: Support or lead customer experience, process optimisation, and digitalisation projects in Spain. Ensure alignment with SWEU and Global Operations methodologies, KPIs, and tools. Analyse customer feedback and operational data to identify improvement opportunities and define actions. Drive change management, workshops, training sessions, and communication routines to support adoption. Required skills : Minimum 5 years' experience in customer experience, operations, process optimisation, or project management. Strong understanding of end-to-end operational processes and system workflows (e.g. CRM, operational tools). Proven ability to influence stakeholders across Sales, Operations, and regional teams. Strong analytical, organisational, and problem-solving skills. Customer-centric mindset with a focus on standardisation and efficiency. Experience in international or multi-country environments. Fluency in Spanish and strong command of English. Nice to have: experience in leasing, financial services, asset or IT service operations; consulting background. Shape the future with us Embark on an exhilarating journey with CHG-MERIDIAN, contributing to our technology2use vision. Make a real impact on the global economy through our innovative, digital, and sustainable business model. Who we are? As a leading global technology2use | CHG-MERIDIAN AG company, we develop, finance, and manage customized technology usage models for the IT, industrial, and healthcare sectors. Independent from providers and with +40 years of extensive experience, our global community consists of more than 1,500 employees in 30 countries across the globe. Our headquarters are in Weingarten, Germany. What we offer: Competitive salary structure and other benefits