Customer Experience Developer

About the role

Join Luminor as a Customer Experience Developer and help shape a consistent, efficient, and customer‑focused experience across the Baltic region. You will work on improving service and sales processes, creating training material, and driving a customer‑centric mindset throughout the organization.

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 produce engaging, scalable learning content.
• Coordinate local and pan‑Baltic customer experience initiatives and projects.
• Plan and deliver training activities related to service standards and sales processes.
• Promote a customer‑centric mindset and ensure consistency and efficiency across functions.
• Identify and act on opportunities to enhance service quality, operational efficiency and overall customer experience.

Required profile

• Deep knowledge of retail customer service principles, quality evaluation methods and common pain points.
• Proven ability to spot improvement opportunities and propose fast, effective, creative solutions.
• Strong facilitation, coaching and learning‑design capabilities.
• Proactive attitude, strong collaboration and stakeholder‑management skills.
• Fluent in spoken and written English and Latvian.

Required skills

• Experience with AI‑enabled training platforms or tools for content creation and data analysis.

What we offer

• Flexible working hours, hybrid work model and 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 humor, challenge and continuous learning.
• A dynamic culture where ideas flow freely and change is part of everyday life.