Consultant - Customer Experience (m/f/d)

Life is always about becoming... In life it is about going on a journey to become the best version of our future self. As we discover new things, we face challenges, master them and grow beyond us.

Apply to Mercedes-Benz and find the area where you can develop your talents individually. You will be supported by visionary colleagues who share your pioneering spirit. Joining us means becoming part of a global team whose goal is to build the most desirable cars in the world. Together for excellence.

Number: V000074220 We are the strong partner of our customers at Mercedes-Benz and beyond. As a 100% subsidiary of Mercedes-Benz AG, we are consistently forward-looking with our unique combination of consulting, training, data & tech. We rely on state-of-the-art technologies and creative innovation. Our drive is our claim: WE. DRIVE. CHANGE. For this mission we are looking for talents who want to walk new paths with us and be part of a highly motivated team. Want to join us? Then become part of Mercedes-Benz Consulting and shape the future of the automotive industry with us. Your tasks: Advice and design of customer experience strategies (CX) along the entire customer journey - from Awareness to Purchase to Service and Loyalty Construction and development of Voice-of-the-Customer programs (VoC) incl. Definition of related key figures (NPS, CSAT, CES) and closed loop processes for handling feedback and complaints Selection, introduction and operation of customer feedback and experience management platforms (e.g. Qualtrics, Medallia or others) incl. Questionnaire design, sampling, data quality and governance Implementation of customer journey mapping to optimize omnichannel touchpoints (retail, call center, web/app, social) and interconnection of CX with CRM/CDP/Contact-Center solutions Control and structuring of projects using basic PMO methods (e.g. planning, tracking, reporting) as well as ensuring transparency, quality and timely implementation Interface work with stakeholders from various areas such as sales, marketing, IT, product and quality management as well as aftersales Identification of (customer) relevant use cases/products for the optimization and further development of our CX advisory portfolio

Your profile: Completed studies (e.g. BWL, Business Informatics, Psychology, Sociology, Communication Sciences, Data/Business Analytics) or a comparable qualification Reliable experience in customer experience and/or management consulting - ideally in complex organizations (B2C/B2B) Knowledge about sales structures in the automotive environment Safe handling of CX methods and frameworks (e.g. Journey Mapping, Persona/Segmentierung, Kano, Design Thinking) as well as KPI systems (NPS, CSAT, CES) practice in customer feedback/XM tools (e.g. Qualtrics, Medallia or adjacent systems such as CRM (Salesforce, Dynamics), CDP or Contact Center); Understanding integrations and data protection Analytical Strength: Evaluation and Interpretation of Feedback and Behavioural Data (e.g. Excel/Power BI, SQL Basics of Advantage) as well as Dissipation of Applicable Measures Embossed team capacity, high load capacity, independent work, high degree of flexibility Experience in project and process management (classical and/or agile), in workshop moderation and in change and stakeholder management Very good user knowledge of MS Office products Very good experience in the application of modern AI-based tools Very good knowledge of German and English in word and writing required, knowledge of another foreign language of advantage More information: The activity is to be filled in full time at the Leinfelden-Echterdingen site at the next possible time and is indefinite. We are particularly pleased with applications of disabled people and disabled people. We live a “du culture” at the MC, so don’t wonder if you’re already reduced during the application process. If you prefer a “you” a little hint is enough. Please apply directly via our career side of Mercedes-Benz Consulting GmbH.

Employee handy possible Employee discounts possible Staff Events Employment Hybrid work possible Mobility offers Employee participation possible Flexible working time possible Health measures Coaching Parking space Good connection Business doctor