Consultant Customer Experience

Job not on LinkedIn

🕒 February 27

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Serviceplan Group

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1970

📱 Media

🤝 B2B

Media • B2B

Serviceplan Group is an independent, international integrated communications and advertising group that builds and manages brands through strategy & consulting, creative & content, media & data, and platform & technology services. The group operates multiple specialist agencies (Serviceplan, Mediaplus, Plan. Net) and offers AI-enabled marketing solutions, production capabilities, and campaign work across sectors like consumer goods, automotive, finance, healthcare and public sector. Serviceplan focuses on combining creativity, data and technology in ‘Houses of Communication’ to deliver campaigns, media planning, digital experience and consulting for corporate clients.

📋 Description

• Responsibility for Customer Experience (CX) and Customer Journey (CJ) projects with international automotive clients — from strategic concept to operational implementation • Independently analyze and evaluate relevant touchpoints to identify optimization potential across the entire customer journey • Derive strategic recommendations based on quantitative and qualitative data, customer feedback, behavioral analysis and performance metrics • Plan, implement and ensure quality of CJ initiatives, including coordination, monitoring and success measurement • Conduct strategic market, trend and competitor analyses to develop future-oriented CX strategies and innovative experience concepts • Work closely across departments with marketing, sales, product and channel stakeholders to ensure a consistent customer experience across all touchpoints • Further develop segmentation, targeting and personalization approaches for differentiated, relevant and scalable customer engagement • Strategically apply modern CX methods and technologies (e.g., journey mapping, advanced analytics, AI-powered solutions) to create sustainable value • Prepare and present findings, insights and decision materials in a structured way for management and steering committees • Proactively identify critical pain points and develop solution and transformation approaches with measurable business and CX impact

🎯 Requirements

• A successfully completed bachelor's or master's degree in marketing, business administration, communications or a related field, or equivalent qualification • Proven professional experience in developing and implementing customer experience or customer journey strategies, ideally in a comparable role • Strong analytical skills to confidently evaluate complex data and derive well-founded recommendations • Persuasive communication and stakeholder management skills to advise teams, gain buy-in and steer decisions • Experience working in dynamic, varied project environments, including prioritization and managing multiple topics in parallel • Confident use of CX management tools and relevant technologies, from CRM and journey mapping to analytics • Creativity and an enthusiasm for innovation to develop new approaches for improving the experience • Strong user- and service-orientation combined with a deep understanding of expectations and requirements along the journey • Excellent German and English skills for confident collaboration in an international environment • Knowledge of information security and information security awareness

🏖️ Benefits

• Onboarding: Personal mentoring and digital onboarding sessions — we ensure your perfect start • Development: Your growth matters to us. Whether through our internal campus training program to expand professional, methodological or personal skills, optional language courses or regular coaching — we keep you up to date • Flexibility: With flexible working hours, mobile office and job-sharing models you can adapt your job to your life — not the other way around • Fun: Work requires breaks — with regular after-work and team events (also virtual if needed) you’ll have plenty of opportunities • Sports: Extensive sports program and mobility through company bikes and e-bikes / e-bike leasing • Accessibility: Our modern office in Munich's creative district is conveniently located and easy to reach • Internationality: As an internationally active agency group, you have the opportunity to connect and collaborate with colleagues from diverse disciplines around the world