We are searching for our client, a global IT company, a Project Management Customer Interaction (Senior Level) to join their business in Germany.
Position Title:
Project Management Customer Interaction (Senior Level)
Position Type
Contractual position
Start Date:
ASAP
Location:
Munich, Germany - full remote work
Contact:
Davor Molnar | +49(0)8923889863
Job Description:
* This service is requested within the framework of the project: Evaluation, Implementation & Further Development of Quality Surveys in Digital Channels (Digital customer satisfaction measurement).
* The project aims to: increase customer satisfaction in digital channels, evaluate, implement, and further develop survey methods to enable the most consistent possible collection of customer satisfaction data across all channels, and identify and implement potential improvements.
Requirements:
* Consulting Client’s CSS on survey methods for collecting customer experience and quality data in digital channels, market standards, benchmarks, and future orientation
* Development of a future-oriented model for quality in digital channels, relevant KPIs and data collection methods, as well as standard processes
* Implementation of the decided measures, including interface management, coordination with technology, social partners, etc.
* Testing of implemented data collection measures and ensuring the necessary requirements are met
* Consulting on market standards, benchmarks, and future orientation of quality in digital channels, with a focus on customer satisfaction (CEX)
* Consolidation and compilation of existing and missing customer survey methods/quality KPIs in all digital channels managed by CSS
* Consulting on the creation of decision-making templates, including the implementation of the necessary measures for the further development and implementation of existing or new data collection methods according to the decision made
* Identification of improvement potential and development of a standard process for transparency and implementation
Required Skills
Professional Skill / General Technical Knowledge
* Customer Experience Management: Yes
* IT Project Management: Yes
* Project Planning: Yes
* Project Progress Reporting: Yes
Professional Skill / General IT Knowledge
* Requirements Management: Yes
Professional Skill / Project Management
* Process Planning: Yes
* Customer Journey Mapping: Yes
* Project Reporting: Yes
* Project Management: Yes
* Process Optimization: Yes
Professional Skill / Other
* Business Informatics: Yes
* Information Technology: Yes