CX-Projekt-Manager:in (m/w/d)
Core
Translate the group-wide Customer Experience strategy into concrete projects and measures to improve the customer experience for the NEW Group's services (energy, water, public transport, leisure).
Role type
Senior CX Project Manager (Strategy & Execution)
Builds
Customer Experience improvements, optimized customer journeys, and cross-departmental CX initiatives
Domain
Utilities (Energy, Water, Public Transport) + Customer Experience Management
Required skills
Customer Experience Management, Project Management, Process Management, Customer Journey Mapping, Qualitative Research, Business Case Development, Stakeholder Management, Data Analysis, Change Management, Strategic Planning
Preferred skills
Experience in Marketing or Sales, CRM tools, Reporting tools, Digital Media Competence
Technologies
CRM, CX, Analysis, Reporting tools
Responsibilities
Translate CX strategy into concrete projects and measures, Create and develop Customer Journey Maps, Conduct needs analyses and qualitative customer interviews, Evaluate customer contact points and channel interactions, Prioritize CX measures based on impact and feasibility, Establish and develop group-wide CX project management standards, Support business units with CX expertise and methodology
