Expert Customer Experience (m/f/d)

You are responsible for building, controlling and continuously developing a company-wide customer feedback system and systematically utilizing customer feedback to derive and implement improvement measures. You develop and implement standards, methods and processes for customer journey mapping, persona development and touchpoint analyses and ensure consistent customer experience in the company. You analyze CX key figures, control the KPI-based reporting, and You derive strategic measures to optimize customer perspective. You coordinate cross-departmental CX initiatives, monitor their effectiveness and ensure target achievement along the entire customer life cycle. You plan and moderate workshops to strengthen customer orientation and support executives and employees in the further development of a lived CX culture. You contribute to the introduction of digital tools and AI solutions in the CX sector and support the development of strategies, roadmaps and business cases for the long-term anchoring of customer experience in the company.

You have completed a Master's or Diploma Programme in the field of Business Administration, Business Psychology, Communication Sciences or comparable, or have an equivalent qualification in the appropriate field. Alternatively, you have the necessary knowledge to work at this level through comprehensive practical experience and specific expertise. You bring several years of experience in customer experience management, customer feedback management or strategic development of customer-oriented processes. Ideally, you have industry knowledge in the insurance environment or a comparable area. You have a well-founded knowledge of the development of customer journeys, personas, touchpoint analyses and in the development of systematic CX methods. You are safe in handling KPIs, data-based analyses and reporting structures and can derive strategic measures from them. You have moderation and workshop skills and actively promote customer-oriented thinking and working methods in the company. Ideally, you will experience the introduction of digital tools, CRM or feedback systems, as well as a basic understanding of AI applications in the CX environment. Strategic thinking, conceptual strength and direction of implementation are the same as a high degree of self-responsibility and communication strength.

Benefit from fair remuneration – according to the collective agreement for the employees of the Deutsche Bundespost (TV Ang). Ensure your future – with an employee-funded, attractive occupational pension (claim after three years of service). Grow with us – through targeted professional and personal training opportunities. Design your working day flexibly – with extensive Germany-wide home office options. Enjoy generous leisure arrangements – with 30 days of vacation, up to 12 days per year as well as work-free days on Christmas Eve and New Year's Eve. Combine work and private life – thanks to family-friendly working hours, a grant to child care costs and care support. Stay healthy with ever new offers and actions around physical and mental health. Benefit from employee benefits – such as an ÖPNV grant, employee rebates and the possibility of e-bike leasing. Experience diversity and equal opportunities in a positive environment – we stand for fairness, equality and an open, value-adding relationship. Take an active part – and participate in the future of PBeaKK in exciting projects. The PBeaKK ensures the professional equality of all sexes. Senior Consultant (m/w/d) In principle, the job is also suitable for parttime employment. .