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.

🚀 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.