Customer Experience Strategy Lead

Vor 2 Tagen


Munich, Bayern, Deutschland zooplus Vollzeit

At zooplus, we're on a mission to create joy for pets and their parents, driven by our core values of Care, Courage, Openness, and Simplicity. We believe that the key to success lies in working together and leveraging our international strengths.

We're seeking an experienced Customer Experience Strategy Lead to join our Product Organization as part of the Customer Research & CX Insights Team. As a trusted advisor, you will be instrumental in measuring customer experience and identifying opportunities to enhance it. You will take ownership of advancing our CX Insights Strategy, ensuring that valuable insights are effectively shared and applied across the company to foster a truly customer-centric experience.

This is a unique opportunity to drive meaningful change and impact our customer journey at every level. Our ideal candidate has a proven track record of developing comprehensive customer experience strategies that meet and exceed customer needs and expectations. They possess excellent analytical skills, with the ability to analyze complex data sets and derive actionable recommendations for continuous improvements.

In this role, you will be responsible for the implementation of the CX Management Tool (Qualtrics) and definition of customer journeys and individual measurement points at various touchpoints. You will collaborate with interdisciplinary teams from marketing, sales, product development, and customer service to ensure a seamless and consistent customer journey.

The successful candidate will have:

  • A Master's degree in Psychology, Economics, or a comparable qualification;
  • At least 4 years of professional experience in the field of CX Management;
  • Experience with quantitative and qualitative research methods (market research, analytics, user research, etc.);
  • Proficient use of CX management and feedback tools (e.g., Qualtrics);
  • Extensive experience in developing B2C customer journeys in the e-commerce context and creating customer personas;
  • Practical experience in improving the digital customer experience through dedicated collaboration with various departments and teams;
  • Familiarity with using KPIs such as NPS, customer satisfaction ratings, analytics KPIs, etc.;
  • Native-level German skills and excellent English skills, both written and spoken; additional European languages are advantageous.

As a valued member of our team, you can expect:

  • A competitive salary of €80,000 - €100,000 per year, depending on experience;
  • 20% discount in our zooplus shop;
  • Internal and external training;
  • Team events;
  • #LI-Hybrid 28 vacation days and days off on 24th and 31st of December;
  • Corporate rates at a local gym chain (Body & Soul);
  • Company mobile phone for work and personal use.

We look forward to hearing from you



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