Senior Customer Experience Manager (m/w/d)
Core
Owner of the Net Promoter Score (NPS) and driver of the Customer Experience program, translating customer insights into business actions to optimize B2B customer journeys.
Role type
Senior Customer Experience Manager
Builds
Optimized B2B customer journeys and CX programs
Domain
B2B Recruitment / HR Technology
Deliverable
dashboards & analysis
Required skills
NPS management, Qualtrics, customer journey mapping, data analysis, business insight translation, stakeholder collaboration
Preferred skills
AI-driven analysis approaches, consulting experience
Technologies
Qualtrics
Responsibilities
Own the NPS measurement and reporting; Develop the CX program with a focus on transitioning to AI-supported analysis; Derive insights from customer feedback data and translate them into concrete business actions; Conceptualize and develop customer journeys in close coordination with business units.
Seniority
Senior, hands-on IC