Customer Experience Developer

About the role

We are looking for a Customer Experience Developer to shape and enhance the way our customers interact with Luminor across the Baltic region. You will work on designing, improving and standardising service and sales processes to deliver a seamless, customer‑centric experience.

Key responsibilities

• Design, develop and maintain customer service processes, guidelines, training materials and response templates for frontline staff.
• Support implementation of experience improvements based on feedback, complaints, quality results, mystery‑shopping insights and business needs.
• Leverage AI tools and modern training technologies to create engaging, scalable learning content.
• Coordinate local and pan‑Baltic CX initiatives, projects and training activities.
• Promote a customer‑focused mindset across the organisation and drive cross‑functional consistency.
• Identify opportunities to raise service quality, operational efficiency and overall customer satisfaction.

Required profile

• Deep understanding of retail customer service principles and common pain points.
• Proven ability to spot improvement opportunities and deliver fast, creative solutions.
• Strong facilitation and coaching experience for individual and team learning.
• Excellent collaboration, project management and stakeholder‑management skills.
• Proactive attitude toward self‑development and task ownership.
• Fluent in English and Latvian, both spoken and written.

Required skills

• Use of AI‑enabled training platforms for content creation and data analysis.

What we offer

• Flexible working hours and hybrid work model, with the possibility to work from anywhere in the EU, Iceland, Switzerland or the UK (up to 90 days per year).
• International, fast‑moving teams that value humour and collaboration.
• Dynamic culture where ideas flow freely and change is part of everyday life.