Customer Journey Manager Customer Communication

vor 4 Wochen

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 mapping and maintaining segmented end-to-end customer journeys with a focus on customer communication.

Key Responsibilities

  • Map and maintain segmented end-to-end customer journeys with a focus on customer communication, having an overview of insights and action points to support teams in setting and achieving experience KPIs and business goals.
  • Identify, analyze, and disseminate economically meaningful customer insights, proactively identifying opportunities for improvement and growth for daily use, projects, and new products.
  • Act as a liaison between all teams to ensure a customer-centric approach across all channels and touchpoints, taking a holistic view of the customer journey ecosystem.
  • Lead a cross-functional team, ensuring cooperation and motivation and drive the transformation towards a harmonized customer communication framework, identify impediments, and mitigate risks.
  • Manage and support key stakeholders with data-driven recommendations to contribute to the improvement of the overall customer experience in the long run and consult teams on customer communication projects.

Requirements

  • 5+ years of relevant experience in customer journey management that combine 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.

About You

  • Passion for customers, eCommerce, and aviation.
  • An entrepreneurial, analytical, creative, and solution-oriented way of thinking and decision-making, aligned with company strategy.
  • Very strong communication, leadership, stakeholder, project management, and presentation skills.
  • Ability to work both autonomously and collaboratively with an agile mindset.
  • Well-organized working mode using tools like Jira, Confluence, and MS SharePoint.
  • Curiosity for different views and interest in the latest developments in the field.

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