JOB ROLE

The Customer Experience Developer plays a key role in shaping and elevating customer service and sales performance across Baltic channels. Beyond designing customer‑centric processes and training programs, this role is about bringing fresh, creative ideas to how frontline employees learn, grow, and deliver excellent service.

You will not only develop trainings but also craft individualized learning activities, coaching approaches, and innovative knowledge‑boosting methods that keep teams sharp and inspired.

We’re looking for someone who embraces modern tools — including AI — to create engaging training content, analyze insights, and continually track what’s new in the market to proactively drive improvements. Strong experience in quality evaluations and understanding customer pain points is essential, as is the ability to propose fast and impactful solutions.

How You Will Make an Impact: 

• Design, implement, and maintain customer service and sales processes across Baltic channels in line with Retail strategy, ensuring a strong customer‑centric approach
• Bring creative, modern learning ideas- beyond classic training — including individual activities, coaching formats, and ongoing knowledge‑boosting initiatives
• Use AI tools and modern training technologies to develop engaging, efficient, and scalable learning content
• Analyze data and insights from customer feedback, complaints, quality evaluations, Mystery Shopping and other sources to identify pain points and quickly propose improvement solutions
• Design and adapt training programs to ensure superior omni‑channel experience, using customer insights and quality learnings
• Plan and deliver trainings for customer facing employees in a professional, engaging, and inspiring manner
• Initiate and coordinate local and pan‑Baltic procedures and projects that enhance customer experience, prepare necessary guidelines and documentation
• Advocate customer‑centric service and sales mindset in other units’ development projects and collaborate across departments
• Stay constantly updated on market trends, tools, and best practices to ensure Luminor remains ahead in customer experience excellence

What Makes You a Great Fit:

• Deep knowledge of retail customer service principles, quality evaluation methods, and common customer pain points
• Proven ability to identify improvement opportunities and propose fast, effective, and creative solutions
• Strong skills in training facilitation, coaching, and creating individual and team learning activities
• Ability to use modern tools, including AI solutions, for training content creation, data analysis, and process improvement
• Strong collaboration, creativity, project management, and stakeholder management skills
• Proactive approach to self‑development and task ownership
• Fluent English and Estonian is required in spoken and written communication due to working on the Pan-Baltic level

Why You Will Love Working Here:

• Flexibility. Flexible working hours, Hybrid work, and the possibility to work from anywhere in the EU, Iceland, Switzerland, and the UK (in total 90 days per year)
• International teams. Teams that go outside Pan-Baltic borders, where people value challenging work together with good humor and having fun
• Culture. You’ll be joining a team where things move fast, ideas flow freely, and change is part of the everyday. It’s a dynamic environment that keeps you learning, growing, and never bored
• More vacation. Additional weeks of vacation are available to all employees who have been in the company for 1 year or more
• Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes
• Paid leave. 
• Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states, as well as Health days in case of your absence due to sickness without a doctor’s note needed
• Wellbeing. Access to tools and resources that help you feel good and be productive at work and in life
• Professional growth. Internal and external training programs, LinkedIn learning, workshops, conferences, online training, etc
• Gross salary. 3,140-3,930 EUR/month, which is to be determined depending on your level of experience and competencies

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!
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