Customer Experience & Insights Lead

Your duties Defining the global framework for the customer experience and setting KPIs. Responsibility of voice-of-customer systems (e.g. NPS, surveys, feedback plans). Analysis of customer journeys and identification of possibilities for improvement. Conversion of CX Insights into changes in CRM, processes and CX behavior. Close cooperation with sales, service and marketing. AI & data focus: use of AI to analyze customer satisfaction and unstructured feedback (including additional customer data, e.g. behavioral data). Development of predictive indicators for customer satisfaction and Churn risk. Use of AI to optimize customer journeys and touchpoints.

Your profile University degree in the field of marketing, business management, behavioral science or the like. Multiannual experience in the fields of customer experience / voice-of-customer programs, customer insights or a related field. Knowledge of CX key figures (NPS, CES, CSAT), journey mapping and feedback systems. Analytical skills, including the derivation of findings from qualitative and quantitative data. Experiences with customer surveys or AI-based feedback tools are advantageous. Impressed ability to translate findings into concrete measures for CRM, customer experience processes or sales behavior. Embossed capabilities for cross-functional collaboration with sales, service and marketing. Strong storytelling and communication skills to bring about change across group areas, regions and stakeholders. Flowing English skills, German skills are desirable.

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