Customer Journey Manager

Vor 6 Tagen

Köln, Nordrhein-Westfalen, Deutschland Eurowings Digital GmbH Vollzeit

About the Role

We are seeking a highly skilled Customer Journey Manager to join our team at Eurowings Digital GmbH. As a key member of our customer experience team, you will be responsible for developing and maintaining end-to-end customer journeys that focus on customer communication.

Key Responsibilities

  • Map and maintain segmented end-to-end customer journeys with a focus on customer communication, ensuring a holistic view of the customer journey ecosystem.
  • Identify, analyze, and disseminate economically meaningful customer insights to support teams in setting and achieving experience KPIs and business goals.
  • Act as a liaison between teams to ensure a customer-centric approach across all channels and touchpoints.
  • Lead a cross-functional team, ensuring cooperation and motivation, and drive the transformation towards a harmonized customer communication framework.
  • Manage and support key stakeholders with data-driven recommendations to contribute to the improvement of the overall customer experience.

Requirements

  • 5+ years of relevant experience in customer journey management, combining end-to-end digital and physical touchpoints, ideally with a focus on different customer communication channels.
  • Strong analytical skills with experience in data-driven decision-making and using analytic tools.
  • Proficient in customer journey mapping and insight analysis for customer-centric product development.
  • Experience in leadership roles, including managing teams, guiding strategic initiatives, and projects, and fostering a collaborative work environment.
  • Fluent English and German skills.

What We Offer

  • A dynamic and innovative work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.

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