Customer Journey Insights Analyst (x,f,m)

Customer Journey Insights Analyst (x,f,m)

Berlin

Join DKB Code Factory as a Customer Journey Insights Analyst. In this role, you will build and own the analytical backbone of Customer Journey Management by connecting customer perception, behavioral data and business performance into one coherent cause-and-effect logic. You will translate customer experience signals into economic impact and define where the organization should act next. This is not a reporting function. It is a strategic analytics role at the intersection of data, product and business steering. Your work will directly influence prioritization, investment decisions and long-term customer value creation.

Responsibilities

• Design and implement a three-layer Journey KPI framework covering customer perception, customer behavior and business impact.
• Connect priority journeys to relevant data sources across survey tools, behavioral analytics, BI systems and operational data.
• Define KPI ownership, baseline values and performance benchmarks for managed journeys.
• Identify value leakage and quantify the economic upside of closing experience gaps.
• Conduct driver and root cause analyses combining perception, behavioral and financial data.
• Translate analytical findings into clear economic trade-offs and prioritized improvement levers.
• Establish recurring journey performance reporting with hypothesis‑driven insights.
• Design testing and experimentation frameworks to measure true incremental impact of strategic initiatives.
• Integrate journey KPIs and impact logic into management‑level steering and decision processes.

Qualifications

• You have several years of experience in Customer Analytics, Growth Analytics, Performance Management or Strategy.
• You have strong quantitative and analytical capabilities with advanced SQL skills.
• You are experienced connecting survey data, behavioral analytics and business KPIs into integrated performance models.
• You have experience designing and operationalizing KPI frameworks or steering logics.
• You have a strong hypothesis‑driven mindset with experience in driver or impact analysis.
• You are able to translate complex analytical relationships into clear business narratives.
• You are comfortable working hands‑on with data across multiple systems and collaborating closely with Data and BI teams.
• You are a strategic thinker combined with a strong focus on measurable business impact.
• With excellent English and solid German skills, you confidently present to and align diverse stakeholders.
• Bonus: Experience in financial services or other regulated industries.
• You are passionate about your work, but also know how to enjoy your free time!

Got the feeling not to match every single requirement? Don't worry! We encourage you to apply anyway, even if your qualifications do not align perfectly. You might still be just the right candidate for us!

Benefits

From Morning Daily to Afterwork Drink, team spirit is essential to us. The heart of our togetherness is that we truly are connected with each other: We not only share fun & laughter, but also honest opinions - because that's how we grow: We exchange ideas, give support in our personal development, and celebrate success together! Besides our great community, we also offer numerous other benefits ...