Customer Journey Owner (m/f/d)

As a Customer Journey Owner at CGM, you will be responsible for the end-to-end experience of our customers in support and service, from initial contact to final resolution. You will analyze friction points, drive improvements based on data, and leverage tools and automation to increase customer satisfaction. We are looking for someone with several years of experience in customer experience, service design, or a comparable field, with a strong passion for customer satisfaction and a clear understanding of how to translate customer experience into concrete operational improvements.

Requirements

• Several years of experience in customer experience, service design, customer operations or a comparable field, ideally in a software, SaaS, or IT services context
• An excellent academic background, preferably from a leading university, ideally in business administration, business psychology, business informatics, service design, or a comparable discipline
• Experience with CX platforms, self-service architectures, customer portals, or workflow tools such as Salesforce, ServiceNow, Zendesk, Freshdesk, or comparable solutions
• A data-driven working style and the ability to use journey analytics, NPS feedback, and support data in a targeted way for prioritization and optimization

Benefits

• Mobile Work
• Attractive locations
• Development
• Health
• Diversity and inclusion
• Corporate benefits
• Job bike
• Company pension schemes