Customer Journey Manager (iverse) - Hybrid in Köln bei Eurowings Digital

As Customer Journey Manager (f/m/diverse)your purpose is to understand our customer's needs along their end-to-end travel and enable our digital & physical customer touch points to develop into a seamless, carefree travel experience. You anticipate our customers' needs and create value by enabling our whole company to take the right decisions based on the knowledge and insights you generate.

What you'll do

• Align customer segment insights with the overall company goals and objectives - taking a holistic view of the customer journey ecosystem and proactively identifying opportunities for improvement and growth
• Identify economically meaningful customer insights, discovering unmet requirements and disclosing this information for daily usage, projects and new products
• Prioritize and maintain a value-based overview of insights and action points on customer segments via Customer Journey maps to enable teams to effectively achieve annual KPIs and business goals
• Set goals for digital CSAT/ NPS per segment derived from the overall yearly company goals in alignment with other Eurowings Aviation teams
• Support in the creation of business cases together with different stakeholders (Product Owner or Category Manager) contributing to the relevant insights and forecasting XP impact
• Ensure a customer-centric approach, not only on the Eurowings platforms (and in line with our strategy and values) but also across other channels and the digital customer journey touchpoints
• Monitor competition and analyze market and customer experience trends
• Support the creation of customer segments and personas

What you'll need

• At least 5 years of relevant work experience in a similar position, ideally in customer journeys that combine digital and physical touchpoints
• You excel in basing your insights, guidance and decisions on the right data with experience in using analytic tools and other data sources
• Experience in delivering insights, data and forecasts in a way your stakeholders can best act upon developing customer-centric products with maximum value
• Knowledge on how to setup and use an appropriate toolset (g. customer journey maps, landscapes, service blueprints) to identify areas of improvement and innovation
• Experience and the ability to excel in a multi-stakeholder environment

What you'll bring

• Passion for customers, eCommerce and aviation
• Curiosity for different views and a real interest in latest developments in your field of expertise
• You lose neither your head nor your sense of humor in times of stress
• An entrepreneurial, analytical, creative and solution-oriented way of thinking and decision making
• Ability to work autonomously along with an agile mindset
• Very strong communication skills with the ability to influence stakeholders