Customer Experience Consultant (m/w/d)

Role Summary

You translate customer requirements into concrete value contributions for growth in customers, contributions and NPS - with stable or falling costs.

You analyze new and existing customer journeys, systematically identify pain points based on deep-dive evaluations and, together with specialist departments and operations, develop suitable solutions that you accompany through to implementation.

You lead cross-departmental CX projects from the idea to implementation - including scoping, business case and ROI calculation, roadmap creation, stakeholder management and success measurement.

You will undertake customer journey mapping and the design of complex customer journeys to create the best (digital) presence on the market.

You create meaningful management presentations in which you derive customer trends, insights and concrete recommendations for action.

You act as a CX sparring partner for specialist departments in order to further expand the strategically anchored customer focus throughout the company.

Requirements

• You have a degree in economics, psychology, customer experience or service design or a comparable qualification.
• You have at least three years of professional experience in customer experience management or in a CX-related environment such as service design or UX/CX consulting - ideally on the corporate side or in a management consultancy.
• You have already proven to have successfully managed cross-functional, complex projects and supported change processes.
• You are characterized by analytical, structured and holistic thinking skills as well as a confident handling of data and the common CX tech stack (CRM, customer journey mapping, Conceptboard, SAS, Salesforce ...).
• With a strong service orientation, confident moderation skills and high implementation skills, you work independently and results-oriented - even in complex stakeholder settings.
• You consistently think in a user-centered manner and have experience in developing digital, barrier-free and experience-oriented solutions.

Benefits

• Home office: Flexible working hours in the home office and office. You can find more information about our hybrid working here.
• Working hours: 38-hour week as standard, time recording system, flextime & lifetime working time account.
• Vacation: 30 days vacation & additional days off (December 24th and December 31st).
• Remuneration: 14 monthly salaries (including Christmas and holiday bonuses) or participation in the variable remuneration system, special payments, employee tariffs and discount campaigns.
• Health: Company pension provision & health management with a wide range of offers. Our in-house fitness studio and a wide network of sports offerings (Wellpass) are also available online and nationwide.
• Mobility: job ticket, job bike/bicycle leasing, convenient location with covered bicycle parking spaces.
• Family & work: parent-child offices, emergency child care, our own day care center “Raiffeisenzwerge” as well as a care network and support from the R+V social counseling service.
• Culinary: Healthy & balanced meals in our company restaurant.
• Further development: Support & further development by the R+V Academy. Taking on external qualification measures completes your personal and professional development.
• Culture: We live community. Our motto “What one cannot do, many can” is also reflected in our teams and our daily interactions.

About the Company

Let's explore new paths together! Because that's exactly what we do at R+V, one of the largest insurers in Germany.

Welcome to the Customers & Sales department. In sales, we focus on our private and corporate customers. Our goal is to understand what motivates our customers and to design solutions that are right for them. The central foundation of our success is our employees who have good communication skills – today and in the future.