Director Digital CX Intelligence (m/f/d)

Job Description

Customer Journey Intelligence

• Build a holistic understanding of customer behavior across digital touchpoints

• Identify friction points, customer needs, behavioral patterns and experience gaps

• Develop customer segmentation, journey analytics and intent-based insights

• Establish customer journey measurement and experience KPIs

• Translate insights into prioritized business recommendations

Conversion & Performance Optimization

• Lead conversion optimization and experimentation initiatives

• Identify opportunities to improve conversion, search performance and engagement

• Quantify sales leakage, abandonment and journey inefficiencies

• Measure business impact of digital initiatives and platform enhancements

• Support prioritization based on customer and commercial value

Customer Data & Analytics

• Develop customer intelligence capabilities across web, commerce, service and support channels

• Define KPIs, reporting standards and analytical frameworks

• Partner with Data and Technology teams to leverage customer and transactional data

• Deliver dashboards and executive reporting to support decision making

• Promote data-driven decision making across Digital Customer Experience

UX Research & Customer Experience

• Lead UX research, usability testing and customer feedback programs

• Generate insights that inform design and platform improvements

• Partner with UX/UI teams to improve usability and customer satisfaction

• Validate concepts, features and journey improvements before implementation

• Ensure customer needs remain central to digital experience decisions

Governance & Collaboration

• Establish common customer experience metrics and reporting standards

• Create transparency on customer experience performance across REPA

• Partner with Digital CX Strategy, Customer Operations and eCommerce Platform teams

• Collaborate with Marketing, Customer Service, Sales, Business Units and Technology teams

• Act as a trusted advisor on customer behavior, digital performance and optimization

Qualifications

Required Experience

• Leadership experience in Digital Analytics, Customer Insights, eCommerce Analytics or Digital Customer Experience

• Expertise in customer journey analytics, behavioral analysis and UX research

• Strong background in web analytics, conversion optimization and performance measurement

• Experience developing KPI frameworks, dashboards and executive reporting

• Ability to translate complex data into actionable business recommendations

• Proven stakeholder management and influencing skills

• Experience working across multiple countries and business units

Preferred Technology Landscape

Experience with modern digital analytics, customer experience, and business intelligence ecosystems, including tools such as Google Analytics, Adobe Analytics, Power BI, Looker Studio, Tableau, Contentsquare, Hotjar, and UserTesting. Familiarity with CRM and Customer Data Platforms (CDPs), Voice of Customer solutions, A/B testing and experimentation platforms, UX/UI design tools, as well as AI-powered analytics and insight generation solutions is highly desirable.

Additional Information

In addition to a secure job in an internationally successful, fast-growing and family-friendly group of companies, you can also expect:

• Attractive remuneration package including Christmas and vacation pay
• 30 days vacation
• Hybrid working model with flexible working hours and flexitime account in a 40-hour week
• Company pension scheme
• Canteen with subsidized lunch
• Team member appreciation
• Individual training and development opportunities
• Casual dress code
• Regular employee events
• Employees recruit employees-bonus
• Corporate benefits
• Job ticket
• Free employee parking spaces
• All the traditional benefits like health insurance, paid time away while you re-energize – don’t worry, we’ve got you covered

REPA welcomes diversity and is an equal opportunities employer. All qualified applicants are considered regardless of race, religion, skin color, national origin, gender, age, sexual orientation, gender identity or disability.

Do you have questions? We will be happy to answer them! Please send an e-mail to Nadine: bewerbung.de@repagroup.com.

Have we sparked your interest?
Then apply today! We look forward to receiving your online application. :-)