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

Stellenbeschreibung:

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

About the Voith Group

The Voith Group is a global technology company. With its broad portfolio of systems, products, services and digital applications, Voith sets standards in the markets of energy, paper, raw materials and transport & automotive. Founded in 1867, the company today has around 20,700 employees, sales of € 4.8 billion and locations in over 60 countries worldwide and is thus one of the larger family-owned companies in Europe.

Support the Voith Group | Group Division Corporate Functions & Services as a

Customer Experience & Insights Lead (m|w|d)
Job ID 78496 | Location Heidenheim or at any other Voith location

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.

We offer you an international working environment with an open and inclusive company culture. In addition, you can expect flexible working models, sustainable development opportunities and various offers for the compatibility of family and career as well as health and well-being.