Customer Journey Designer

# One Group | One Power We are Enerwave, member of HELLENiQ ENERGY and a leader in providing outstanding and innovative energy solutions. We operate with passion, being engaged in heart and mind to what we do, and we pride ourselves on offering our employees a place where they can excel, creating value. We are offering now a set of exciting positions across our premises in various locations covering multiple departments and areas of expertise. We are currently looking for a Customer Journey Designer, who will be responsible for designing, optimizing and orchestrating end‑to‑end customer journeys by deeply understanding customer needs, pain points and expectations across all touchpoints. By leveraging design thinking, process mapping, customer insights and cross-functional collaboration, the role ensures that journeys are seamless, efficient and aligned with business goals. The Customer Journey Designer transforms customer experience strategy into actionable, human‑centered journey improvements that enhance satisfaction, loyalty and operational effectiveness. What will you do: Map, analyze and optimize end‑to‑end customer journeys across channels (physical, digital, support, store, etc.), identifying friction points and opportunities to improve the customer experience. Use customer insights, operational data, personas and research findings to design journeys that meet customer expectations and deliver measurable business value. Lead or contribute to design thinking workshops, ideation sessions, and co-creation activities with internal stakeholders to define future-state journeys and innovative customer-centric solutions. Develop customer journey documentation (current state, future state, service blueprints, journey maps) ensuring clarity, alignment and usability across teams. Collaborate closely with process owners, Marketing, Sales, Customer Operations, IT to ensure journey improvements are feasible, scalable and aligned with operational and strategic priorities. Ensure that redesigned journeys incorporate business decisions, CX strategy, regulatory requirements and digital experience best practices. Translate journey findings into clear, actionable recommendations and present them to leadership in a compelling and structured manner to influence decision-making and prioritization. Drive the execution of journey improvement initiatives by acting as the connective tissue between stakeholders — tracking ownership of actions derived from journey redesigns, facilitating alignment on responsibilities, and following up to ensure timely progress. Proactively identify blockers, escalate risks, and maintain visibility across workstreams to keep initiatives on track from insight to implementation. Identify journey KPIs and success metrics (i.e.t NPS, CES by touchpoint, operational KPIs) and embed them directly into journey mapping activities by linking each KPI to the corresponding touchpoint, stage, and customer pain point. Participate in…