Vice President Customer Experience (m/f/d)

Your Challenge Lead the global Customer Experience (CX) organization across all business units, brands, functions, and regions Drive customer-centric transformation from initial attraction through to retention, loyalty, and customer value generation Develop and implement cross-functional CX strategies, programs, and processes to improve satisfaction, NPS, and business outcomes Build and lead CX practices including Strategy & Business Design, Experience Design, Program Management, and Digital Engineering Establish a unified data and technology foundation for digital customer engagement, personalization, and GenAI-readiness Act as the internal ambassador and strategic contact for all CX- ensuring alignment with corporate and BU strategies Manage partner ecosystems, budgets, and delivery performance across global CX programs Monitor CX performance metrics and drive continuous improvement through insights and innovation

Your Profile Education: Master's degree in business administration, digital transformation, marketing or a related field Experience: 10+ years of experience in customer experience, digital marketing, sales, or service in a B2B environment Proven track record of digital transformation leadership and agile project delivery in a global context Strong leadership skills (disciplinary and functional) in international, cross-functional setups

Skills: Expertise in customer journey management, touchpoint orchestration, and CX performance metrics (e.g., NPS, CLV, CAC) In-depth knowledge of digital customer platforms, marketing automation, and data-driven decision making Familiarity with modern technology architectures (e.g., MACH, API-first, headless systems)

Language skills: Fluent in English; additional languages are a plus Personality: Strong communication and stakeholder management abilities across all hierarchy levels Intercultural competence and experience working in international environments Organized, creative, and motivated with a strong drive for success Ability to interact and operate at the highest levels, including collaboration with C-level executives

Diversity and inclusion are part of our DNA. We only filter for the best talent. We welcome applications from all people neutral of age, gender, origin, ancestry, disability or other protected grounds.

Social benefits You work with a high degree of automation and scope for decision-making Performance-related pay and social extensive benefits Trust-based working hours (depending on the position) plus 30 days' holiday Everyone has talent: our talent management process supports you in your professional development In-house company restaurant Places at a private daycare centre in the immediate vicinity (both U3 and Ü3 places) A modern company pension scheme to supplement your legal pension insurance Additional private health insurance (e.g. additional dental insurance) A large number of discounts on our Corporate Benefits Portal (holiday trips, fashion, insurance, etc.). e.g. additional dental insurance A large number of discounts in our Corporate Benefits Portal (e.g. on holiday trips, fashion, insurance, etc.) Mobility offers: Subsidy for the Deutschlandticket, JobRad leasing and e-charging columns in the free multi-storey car park with the company's own charging tariff