In this role, you are responsible for the end-to-end experience of our customers in support and service – from the first contact to the final resolution. The ambition behind this is clear: our customers should not experience internal complexity – they should experience service. * Steering and continuous improvement of key CX metrics, including an NPS target of +45, an early resolution rate of >80%, and a 30% reduction in repeat contacts, in order to measurably and sustainably enhance the customer experience * Several years of experience in customer experience, service design, customer operations or a comparable field, ideally in a software, SaaS, or IT services context * A strong passion for customer satisfaction and a clear understanding of how to translate customer experience into concrete operational improvements * Experience with CX platforms, self-service architectures, ...
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