Customer Experience Strategist

vor 14 Stunden

Munich, Bayern, Deutschland zooplus Vollzeit

About the Role

We are seeking a dedicated and strategic professional to join our Product Organization as part of the Customer Research & CX Insights Team. In this key role, you will be instrumental in measuring customer experience and identifying opportunities to enhance it.

Key Responsibilities:

  • Develop and implement a comprehensive Customer Experience strategy that meets and exceeds customer needs and expectations.
  • Implement the CX Management Tool (Qualtrics) and define customer journeys and individual measurement points at various touchpoints.
  • Collaborate with interdisciplinary teams to ensure a seamless and consistent customer journey.
  • Analyze customer data, feedback, and relevant KPIs to evaluate the success of CX initiatives and derive action recommendations for continuous improvements.
  • Coordinate, execute, and analyze quantitative customer research projects.
  • Communicate CX goals, progress, and insights to management and other relevant stakeholders.

Requirements:

  • Master's degree in Psychology, Economics, or a comparable qualification.
  • At least 4 years of professional experience in CX Management.
  • Experience with quantitative and qualitative research methods and CX management tools.
  • Extensive experience in developing B2C customer journeys and creating customer personas.
  • Practical experience in improving the digital customer experience through collaboration with various departments and teams.
  • Familiarity with using KPIs such as NPS, customer satisfaction ratings, analytics KPIs, etc.

About zooplus

With more than 1,000 passionate professionals located across 10 European offices, we believe our success comes from working together and leveraging our international strengths. Expect to work in a hybrid environment, collaborating with colleagues in different locations remotely.

Our benefits:

  • 20% discount in our zooplus shop
  • Internal and external training
  • Team events
  • Corporate rates at a local gym chain (Body & Soul)
  • Company mobile phone for work and personal use

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