Customer Experience & Insights Lead (m|w|d)

Voith GmbH & Co. KGaA
Your Tasks

• Define the global customer experience framework and KPIs.
• Own Voice-of-Customer systems (e.g. NPS, surveys, feedback loops).
• Analyze customer journeys and identify improvement opportunities.
• Translate CX insights into CRM, process, and behavior changes.
• Partner with sales, service, and marketing on CX initiatives.
• AI & data focus: Apply AI to analyze customer sentiment and unstructured feedback (including additional customer data, e.g. behavioral data).
• Develop predictive indicators for satisfaction and churn.
• Use AI to optimize customer journeys and touchpoints.

Your Profile

• Degree in Marketing, Business Administration, Behavioral Science, or similar.
• Experience in customer experience / Voice-of-Customer programs, or customer insights or related field
• Strong knowledge of CX metrics (NPS, CES, CSAT), journey mapping, and feedback systems.
• Analytical capabilities incl. deriving insights from qualitative and quantitative data.
• Experience with sentiment analysis, customer analytics, or AI‑based feedback tools beneficial.
• Ability to translate insights into concrete actions for CRM, processes, or sales behaviors.
• Strong cross-functional collaboration skills with Sales, Service, and Marketing.
• Storytelling and communication strength to influence change across Group Divisions, regions and stakeholder groups.
• Fluent in English, German language proficiency is desirable.