Customer Journey Manager Customer Communication (all genders) - Hybrid
Lufthansa •
Cologne, Nordrhein-Westfalen, Germany
Position Type: Permanent
Job Description:
Tasks
What you’ll do
- Map and maintain segmented end-to-end customer journeys with focus on customer communication, having an overview of insights and action points to support teams in setting and achieving experience KPIs and business goals
- Identify, analyze and disseminate economically meaningful customer insights, proactively identifying opportunities for improvement and growth for daily use, projects, and new products
- Act as a liaison between all teams to ensure a customer-centric approach across all channels and touchpoints, taking a holistic view of the customer journey ecosystem
- Lead a cross-functional team, ensuring cooperation and motivation and drive the transformation towards a harmonized customer communication framework, identify impediments, and mitigate risks
- Manage and support key stakeholders with data-driven recommendations to contribute to the improvement of the overall customer experience in the long run and consult teams on customer communication projects
Requirements
What you’ll need
- 5+ years of relevant experience in customer journey management that combine end-to-end digital and physical touchpoints, ideally with focus on different customer communication channels
- Strong analytical skills with experience in data-driven decision-making and using analytic tools
- Proficient in customer journey mapping and insight analysis for customer-centric product development
- Experience in leadership roles including managing teams, guiding strategic initiatives and projects and fostering a collaborative work environment
- Fluent English & German skills
What you’ll bring
- Passion for customers, eCommerce, and aviation
- An entrepreneurial, analytical, creative and solution-oriented way of thinking and decision making, aligned with company strategy
- Very strong communication, leadership, stakeholder, project management and presentation skills
- Ability to work both autonomously and collaboratively with an agile mindset
- Well organized working mode using tools like Jira, Confluence and MS SharePoint
- Curiosity for different views and interest in the latest developments in the field
Company
About Eurowings Digital GmbH
We want to unfold the world to our customers. Eurowings Digitals mission is to deliver the most convenient and affordable end2end travel experience by connecting the physical and digital world. While our customers enjoy their journey, we take charge of a carefree travel experience. Not only offering quality flights for affordable prices, but being a travel companion all along the way. From their first inspiration to their favorite travel memories. Therefore we launched a whole new company which puts their customer into their total focus. Together we are going to discover, develop and test new products along the whole customer journey, on- and offline. In agile and diverse teams we will revolutionize the way of travelling.
www.eurowings-digital.de
Job Ident #:
113926
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