Job-Nr. 30699177

Customer Experience & Insights Lead (m|w|d) (Kundeninformationsfachkraft)

Voith GmbH & Co. KG aA vor 6 Tagen

VollzeitFührungsposition

StandortHeidenheim an der Brenz, Baden-Württemberg

Voith GmbH & Co. KGaA

Define the global customer experience framework and KPIs.
Own Voice-of-Customer systems (e.g. NPS, surveys, feedback loops).
Analyze customer journeys and identify improvement opportunities.
Translate CX insights into CRM, process, and behavior changes.
Partner with sales, service, and marketing on CX initiatives.
AI & data focus: Apply AI to analyze customer sentiment and unstructured feedback (including additional customer data, e.g. behavioral data).
Develop predictive indicators for satisfaction and churn.
Use AI to optimize customer journeys and touchpoints.

Degree in Marketing, Business Administration, Behavioral Science, or similar.
Experience in customer experience / Voice-of-Customer programs, or customer insights or related field
Strong knowledge of CX metrics (NPS, CES, CSAT), journey mapping, and feedback systems.
Analytical capabilities incl. deriving insights from qualitative and quantitative data.
Experience with sentiment analysis, customer analytics, or AI‑based feedback tools beneficial.
Ability to translate insights into concrete actions for CRM, processes, or sales behaviors.
Strong cross-functional collaboration skills with Sales, Service, and Marketing.
Storytelling and communication strength to influence change across Group Divisions, regions and stakeholder groups.
Fluent in English, German language proficiency is desirable.