We are currently looking for a Head of Customer Journey (m/f/d)!
Tasks:
* Auditing and mapping of all customer journeys across all channels, strategic view is a key part of the work to define and shape the customer experience strategy across all touch points, platforms and systems. Further to this is the development of high-level capability roadmaps
* The role is acting as the glue between different functional and departmental units
* Definition and responsibility of the Customer Care Center and the Call center implementation
* Collection of customers complaints and definition of mitigation plans.
* Measurement is also a crucial piece of the responsibilities, including tasks such as reporting, optimizing, testing and validating existing customer journeys, implementing multi-variant testing programs, and using customer insight and data to define new customer experiences
About you:
* Minimum of 7-8 years of professional experience in areas such as internet, retail, consumer goods or research firms, with experience leading customer research projects
* Hands-on experience with all aspects of qualitative research (study design, recruiting, moderation, analysis, reporting), using a range of techniques (e.g. depth interviews, focus groups, online communities, diary studies and usability research)
* A Graduate or equivalent degree, ideally in psychology, cognitive science, Human Factors, or related field
* At least 3 years experience managing others in a line management capacity
* Ability to meet ambitious deadlines and deliver high-quality work on schedule, including quickly turning around study plans and reports
* Quantitative research experience, particularly survey design
* Strong analytical skills, excellent attention to detail and good business judgment
* Self-starter who possesses flexibility to work in a fast-changing environment and ambiguous situations
* Excellent communication, presentation and interpersonal skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
Benefits:
You'll enjoy a competitive salary, plus:
* Flexible working hours & hybrid work policy
* Continued Learning and Professional development opportunities
* Car sharing and lease mobility program
* Daily free lunch at our canteen
* Complimentary fitness facility and company sports activities (tennis, soccer, yoga etc.)