Customer Journey Manager (m/f/d)

We are currently looking for a Customer Journey Manager (m/f/d)!

We want you to:

• Be responsible for the Customer Care Center and the Call center implementation
• Work on auditing and mapping of all customer journeys across all channels
• Define and shape the customer experience strategy across all touch points, platforms and systems
• Develop high-level capability roadmaps
• Supervise tasks such as reporting, optimizing, testing and validating existing customer journeys
• Implement multi-variant testing programs and use customer insight and data to define new customer experiences

Requirements:

• University degree in psychology, cognitive science, Human Factors or related field
• Professional experience in areas such as internet, retail, consumer goods or research
• Hands-on experience with all aspects of qualitative research (study design, recruiting, moderation, analysis, reporting)
• Basic knowledge in managing others in a line management capacity
• Strong analytical skills, excellent attention to detail and good business judgment
• Excellent communication, presentation and interpersonal skills

Benefits:

• Area of responsibility in which your expertise and drive are equally in demand
• High degree of creative freedom and personal responsibility
• Opportunities for further training and development
• Very dynamic company and organizational structure with short decision-making processes
• Open and intensive exchange within the team to expand our joint success
• Mobile working