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 improvements and cost-to-serve reduction initiatives
Domain
Customer Experience / Process Optimization
Deliverable
product features
Required skills
Customer Journey Management, cross-functional project leadership, end-to-end analysis, KPI definition, economic viability assessment, workshop facilitation, governance structure development, roadmap creation
Preferred skills
Pilot implementation, decision-making support, management-level communication
Technologies
N/A
Responsibilities
Conduct end-to-end analysis and documentation of customer journeys; Identify, prioritize, and implement measures to improve customer satisfaction and reduce cost-to-serve; Lead cross-functional workshops and initiatives; Develop governance structures and define KPIs for success measurement; Create decision papers and roadmaps; Execute identified measures within existing process and IT landscapes.
