Customer Experience Design Expert

About us

At Piraeus, we support the Greek economy by driving sustainable growth and delivering meaningful innovation. With a history dating back to 1916, we are the leading bank in Greece by market share in loans and branch network.

We serve 4.5 million customers through 368 branches across the country, offering a full range of financial services with a focus on SMEs, retail banking, digital banking, and capital markets. Headquartered in Athens, we are a 100% subsidiary of Piraeus Financial Holdings S.A., listed on the Athens Stock Exchange. As of March 2025, our total assets stood at €78.8 billion, and we employ approximately 7,400 people.

We focus on delivering high-impact solutions, building strong relationships with our customers and communities, and driving progress through practical innovation and responsible banking.

In 2025, Piraeus was recognized at the Euromoney Awards for Excellence as Europe's Best Bank for Corporate Social Responsibility, Greece's Best Bank for ESG, and Greece's Best Digital Bank, reflecting our ongoing commitment to responsible banking, sustainability, and digital transformation.

About the job

We are seeking an experienced and insights-driven
Customer Experience Design Expert
to join our Transformation, Strategy and Customer Experience Unit, within the Customer Experience Excellence Team.

This role is pivotal in driving the Bank's customer-centric transformation by designing and managing customer experience frameworks, leading the end-to-end Net Promoter Score (NPS) program, turning customer feedback into actionable insights, and fostering a culture of accountability and continuous improvement across the organization. By combining experience design, survey strategy, data analytics, and stakeholder engagement, you will directly contribute to enhancing customer satisfaction, loyalty, and long-term value creation.

Responsibilities

• Design and continuously evolve the Bank's customer experience measurement frameworks and methodologies
• Lead the design, implementation, and management of both relationship and transactional NPS surveys across critical customer journeys and touchpoints
• Oversee survey cadences (quarterly, bi-annual, and real-time event-based), ensuring accuracy and timeliness
• Collaborate with Data & BI teams to deliver real-time dashboards and meaningful reporting
• Analyze results to identify trends, root causes, and opportunities, translating data into actionable insights
• Partner with business units to ensure follow-up action plans and customer recovery processes are executed
• Report CX and NPS performance, insights, and improvement opportunities to senior leadership
• Drive a customer-first culture by embedding CX design principles across all functions of the Bank

Qualifications

• Bachelor's degree in Business, Marketing, Economics, or a related field; Master's degree is an asset
• 5+ years of professional experience in Customer Experience, Insights, or Voice of Customer roles, ideally in banking, fintech, or service industries
• Proven expertise in survey design, customer journey mapping, and touchpoint evaluation
• Experience with CX management platforms (e.g., Medallia, Qualtrics), including configuration, as well as CRM systems and survey automation tools
• Strong communication and stakeholder management skills
• Curious, analytical, and proactive, with a problem-solving mindset
• Ability to balance strategic vision with hands-on execution

What's In It For You

In our bank it is a top priority to provide a modern work environment,
where all our employees can perform and grow.
As an employee of Piraeus Bank, you will be part of an organization that:

• Holds a leading position in the Greek economy and maintains a robust presence in the community
• Instills a workplace culture that embraces open communication, respect, inclusion and equal opportunities
• Offers a competitive remuneration package, private health insurance program and other benefits for both employees and their families
• Provides a challenging working environment that values accountability and celebrates high performance by implementing appropriate incentives
• Empowers personal & career development and continuous learning while encouraging creative thinking and innovation
• Provides an all-bank wellbeing program, fostering initiatives that enhance physical, mental & emotional health
• Provides digital technologies and tools that fully support new ways of working and flexible working options, while communicate regularly and effectively

All applications will be treated with confidentiality.

Application Deadline: 14/09/2025