Head of Customer Journey
vor 6 Monaten
WELCOME TO GENESIS MOTOR EUROPE
We are Genesis. In our world, we are customer-oriented; there is no compromise. We constantly think about how we can find the perfect balance between the needs of our consumers and the technological feasibility, and strive for innovation, by closely observing the expectations of our customers and realizing ambitious technological developments.
Become part of our story and join our international team in Offenbach/Main
**Head of Customer Journey (M/F/d)**:
**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.)
If you wish to know more about Genesis, stay connected via our social media channels
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