CX Design Manager

at  Catawiki

Who we are
, , the world’s smallest book - at Catawiki, we come across exceptional objects such as these every day.
Catawiki is the leading online marketplace to buy and sell special objects. We offer over 75,000 special objects in auction every week — each reviewed and selected by one of Catawiki’s hundreds of in-house experts specialised in Art, Design, Jewellery, Fashion, Classic Cars, Collectables and many more.
We’ve sold 10 million unique items to date and it’s our mission to become the world’s most popular auction destination for special objects.
We’re an innovative, pioneering and fast-growing scale-up. If you think you can make a difference to our team, go ahead and apply.
About the role
As a CX Design Manager within the CX Design Team, you will be solving complex problems for users via end-to-end process improvement and automation. You will dive into the details of the full-cycle customer journey and embrace the scale and complexity of our operations. With the highly strategic focus of your portfolio and the ambiguity of the problems at hand, you will often act as a thought partner to Senior Leaders in the organisation.
You will be responsible for building and implementing the roadmap for process and user journey automation for CX via close collaboration and partnership with various stakeholders within Catawiki such as Product Teams, Commercial Operations, and CX Operations. Managing change and communicating effectively will be a core part of this role. You should be able to leverage data to prioritise ruthlessly and deliver projects with the biggest impact and reach.
You will be managing a small team of Individual Contributors who will be responsible for delivering their own project charters. A key part of your job would be to surface and clarify interdependencies, provide mentorship and ensure excellent implementation of projects.

What you’ll do

• Collaborate with Operations, Product, Legal and Finance to design, launch and run cross-functional programs to achieve critical business outcomes.
• Own and lead strategic programs & projects for process optimisation and automation driving key initiatives with strong follow-ups throughout the entire lifecycle.
• Synthesise various inputs, such as quantitative analysis, legal analysis, and product briefs, to develop recommendations and drive alignment.
• Optimise performance through data-driven deep dives, metrics, and dashboards.
• Coordinate and collaborate on initiatives, effectively communicating with stakeholders at all levels, from junior team members to high-level executives.

What you’ll bring

We’re looking for a strategic and analytical professional with a background in customer support, process automation and/or product operations. You have strong leadership, communication, and problem-solving skills and are able to drive organisational change and thrive in a dynamic environment. You are able to articulate complex problem statements and solution recommendations to senior leadership. You are detail-oriented, proactive, and resilient, with a knack for process improvement and transformation.

• 7+ years experience in strategy, operations or consultancy, preferably in customer support with a minimum of 3 years of experience in managing people.
• Strong analytical skills; able to identify opportunities and make decisions based on data and metrics.
• Experience in leveraging LLMs and journey mapping to drive automation and self-service.
• Strong experience in customer journey mapping and agile iterative development.
• Great communicator with the ability to work with, influence, and align with multiple stakeholders.
• Exceptional collaboration and relationship-building skills, working effectively with diverse stakeholders, including cross-functional business leaders.
• Outstanding communication and storytelling abilities to articulate complex ideas and concepts in a compelling and engaging manner.
• Excellent organisational skills and ability to meet tight deadlines.
• Detail-oriented, proactive and hands-on mentality.

Where you’ll be
This role is based in our Amsterdam headquarters, in the Netherlands. We offer a Hybrid work setting, with 2 days commuting to the office and 3 days working from home.
Here’s what we can offer you
This is your chance to join our mission to fulfill people’s passions as part of a young and dynamic organization. You’ll be part of an enthusiastic, highly motivated team of 800+ Catawikians.

WE WANT TO HELP YOU CELEBRATE SPECIAL OCCASIONS IN LIFE BY:

• Provide employees with a 100 EURO Catavoucher upon joining and 50 EURO birthday Catavouchers;
• Extra days of annual leave for work anniversaries at 3, 5, 8 and 10 years;
• Additional leave allowances for important life events such as moving, engagement & marriage;
• Each year Catawikians get an additional day’s leave to Pursue their Passion!
  Please note that our benefits offering changes depending on which country you are employed in. For our country-specific offering please ask your recruiter.
  Our commitment to you
  Catawiki’s eclectic team represents an international and intergenerational mix of people from different professional and cultural backgrounds. We foster an inclusive and queer-friendly work environment, committed to making every Catawikian feel welcomed and empowered. Whatever your story, we encourage you to bring your unique perspective to the table.
  Catawiki stands with Ukraine and encourages people displaced by the current conflict to apply. In addition to the several initiatives we’ve launched, we’re open to ideas on ways we can continue to support the humanitarian effort.
  Our offices and way of working
  We have sensational offices in Amsterdam, Paris and Lisbon. Most of our employees are within commutable distance of one of our office locations and enjoy a hybrid work model. This means we expect you to be in the office 2 out of 5 days, roughly 40% of your working time, to collaborate and connect with each other. The exception is of course, if the job description specifically states that the role is 100% remote, as some experts and sales positions are.
  Interested?
  Apply directly with an English CV and cover letter by submitting your information at the bottom of this page. By submitting your application you agree to .
  If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles

• Collaborate with Operations, Product, Legal and Finance to design, launch and run cross-functional programs to achieve critical business outcomes.
• Own and lead strategic programs & projects for process optimisation and automation driving key initiatives with strong follow-ups throughout the entire lifecycle.
• Synthesise various inputs, such as quantitative analysis, legal analysis, and product briefs, to develop recommendations and drive alignment.
• Optimise performance through data-driven deep dives, metrics, and dashboards.
• Coordinate and collaborate on initiatives, effectively communicating with stakeholders at all levels, from junior team members to high-level executives