Prozessmanager (m/w/d) Digitale Kundenprozesse und Kundenplattformen
Core
Oversee the customer portal and drive digital sales projects for a municipal utility group, managing end-to-end customer processes across multiple service channels.
Role type
Process Manager (Digital Customer Processes & Platforms)
Builds
Customer portals, digital sales projects, and end-to-end customer service processes for electricity, gas, heat, and water.
Domain
Utilities (Energy, Water) + Digital Transformation
Deliverable
product features
Required skills
End-to-end process design, digital customer journey analysis, project management, stakeholder coordination, REST-API integration, requirement specification, quality assurance
Preferred skills
Experience with CRM, ticketing, or omnichannel solutions, knowledge of digital platforms
Technologies
REST-APIs, digital platforms, CRM, ticketing systems, omnichannel solutions
Responsibilities
Develop and continuously improve customer-facing digital platforms; analyze digital customer journeys and usage data to derive prioritized measures; coordinate development, changes, and releases from requirement to go-live; lead projects for introducing or replacing digital customer platforms; coordinate collaboration between sales, service, IT, and external partners.
Seniority
Mid-level, hands-on IC
