1&1 | Germany | 56xxx Montabaur | Permanent position | Full time / Home office | Published since: 11.02.2026 on stepstone.de
Service Quality Intelligence Manager (m/f/d)
1&1 is one of the leading telecommunications providers in Germany with over 3,100 employees and nearly 16 million customer contracts. With pioneering spirit, unusual ideas and creative teams, we have won a leading market position in mobile and broadband connections. By combining the over 67,000 km long 1&1 fiber optic network and regional networks, we create Germany's most extensive fiber optic network. We also build the most modern 5G network in Europe, based on the new Open-RAN technology. With open interfaces and 5G functions in a powerful cloud infrastructure. Our customers are at the heart of our thinking and action. For them we create solutions and values that inspire. Continue the 1&1 success story. Innovative, reliable, passionate and personal experience! Be part of 1&1. .
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Your tasks • Your profile • What we offer
Does data-driven service quality delight you? Would you like to raise customer experience, operating KPIs and quality mechanics to the next level? And does it encourage you to develop service quality strategically and sustainably in the company? Then we look forward to meeting you.
As a staff member in the Performance Analytics & Improvement department in the field of Customer Care Operations, we are looking for a dedicated personality with passion for service quality, data-based control and customer experience at the Montabaur site. In this role, you build a company-wide quality and KPI framework, manage cross-departmental initiatives to optimize service processes and translate data-based insights into concrete measures along the entire customer journey.
Development and implementation of a comprehensive service diversity intelligence strategy including KPIs, measurement frameworks and data-driven control logics Establishment and responsibility of a holistic end-to-end service diversity assessment framework (e.g. KST, NPS, ELQ, Journey-KPIs) Management of quality and analysis initiatives - from the request intake, analysis and derivation of optimization potentials to implementation and success measurement Analysis and interpretation of complex operational and qualitative data with derivation of clear, management-ready recommendations Identification of quality pinpoints, systemic causes and cross-channel optimization potentials Close cooperation with Performance Analytics, Customer Experience, Product, Process Management and BI/Data Engineering to ensure a consistent understanding of quality Conception and moderation of regular reporting and management formats Establishing and further developing a data-driven quality culture in the company Professional leadership and coaching of a specialized analyst or Expert teams
You have a completed (master) degree of economics, data analytics, (economic) mathematics, computer science, statistics or a comparable degree programme. In addition, bring the following:
Multiannual experience in Customer Service Analytics, Service Quality, Experience Management, Operations Analytics or a comparable function Understanding service processes, quality mechanics and customer feedback systems Embossed analytical skills and competence to translate complex data into clear, feasible business recommendations Experience in dealing with reporting and BI tools (e.g. Power BI, Celonis, SQL) Sovereign appearance and pronounced communication strength in stakeholder management - also at senior and board levels Strategic thinking combined with operational implementation strength leadership experience or the clear claim to take responsibility for people and themes
Attractive salary Strong community of team players Confidential working time with flexible classification and the possibility of working up to 40% mobile Numerous training options on and offline Discounts on 1&1 products and for various leisure offers In-house restaurant Free drinks and fresh fruit Jobrad grant
Location
 | 1&1 | |
| 56410 Montabaur | ||
| Germany |
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