Experte (m/w/d) Journey Management
Core
End-to-End analysis, documentation, and continuous improvement of selected customer journeys, including underlying customer, process, and system landscapes.
Role type
Senior Customer Journey Management Expert
Builds
Customer journey maps, process improvements, and governance structures for cross-functional journey management
Domain
Customer Experience / Process Optimization
Deliverable
product features
Required skills
Customer Journey Management, cross-functional project leadership, end-to-end analysis, KPI definition, cost-benefit analysis, workshop facilitation, roadmap creation
Preferred skills
Experience in building or evolving journey management structures, pilot project implementation
Technologies
N/A
Responsibilities
Identify, prioritize, and implement measures to improve customer satisfaction and reduce cost-to-serve; moderate cross-functional workshops and initiatives; support the establishment of governance structures; create decision templates and management reports; independently implement identified measures within existing process and IT landscapes
Seniority
Senior, hands-on IC
