Customer Service Representative engaging customers in the Offenburg store. Handling appointments, sales support, and administrative tasks with empathy.
About the role
- Customer Experience Manager optimizing payment solutions for S-Payment. Collaborating with teams to enhance customer journeys and driving strategic goals.
Responsibilities
- Optimization of the customer journey: You analyze and improve experiences across the entire customer journey for the payment solutions managed by S‑Payment.
- Team collaboration: You work closely with cross-departmental and cross-company teams within the Sparkassen-Finanzgruppe and promote a customer-centric mindset.
- Stakeholder enablement: You empower decision-makers to take actions that strengthen both customer satisfaction and strategic objectives.
- Customer perspective focus: You support product management and engineering in placing end-customer needs at the center of decision-making.
- Data-driven insights: You contribute data-driven insights to relevant decision processes and ensure customer interests are always considered.
- User research & feedback: Through user research and analysis of customer feedback you identify needs and help create a seamless customer experience.
- Measurement of customer satisfaction: You initiate and monitor the measurement of CX KPIs and contribute to the continuous improvement of products and services.
- CX ambassador: As a mentor and ambassador you advocate for the application of CX methods to increase customer satisfaction.
- Building CX structures and processes: You work closely with the central CX unit, support the establishment and further development of CX structures and processes, and help anchor them in the payments context.
Requirements
- A completed degree in business, psychology, design, or a comparable qualification.
- Several years of professional experience in designing customer experience or in related fields.
- Familiarity with a variety of methods and tools in customer experience or experience design.
- Experience working with data-driven insights and collecting and analysing KPIs.
- Confident use of qualitative and quantitative methods (e.g., interviews, journey mapping, service blueprints, analysis of feedback and usage data).
- Experience in cross-functional collaboration and communicating with diverse stakeholders.
- Strong communication skills, a high customer orientation and an entrepreneurial mindset.
Benefits
- Flexible working hours
- Paid time off plus mobile/remote working
- Individual training and development
- Bike leasing
- Cafeteria
- Company events
- Sports and fitness offerings
- No contractual probation period
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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