Customer Journey Strategy Specialist (m/w/d)

Customer Journey Strategy Specialist (m/w/d) Customer Journey Strategy Specialist (m/w/d) Job Description

Role Summary:

As a Customer Journey & Business Strategy Specialist (m/w/d) , you will support the development of an exceptional, consistent and differentiated customer experience across European markets. You will help understand how customers interact with the brand across the complete journey, from initial consideration and digital interaction through purchase, ownership and aftersales. You will support customer journey development, customer insights and analytics, business strategy projects, and cross-functional collaboration across European markets.

We want you to:

• Support the design and continuous development of end-to-end customer journeys across digital and physical touchpoints.
• Identify customer pain points, moments that matter and opportunities to simplify and enhance the premium customer experience.
• Support the definition of CX principles and KPIs across European markets.
• Contribute to European and international CX benchmarking and best-practice analysis.
• Collect and synthesize insights from Voice of Customer, NPS, CRM, customer contact centre, sales and other available data sources.
• Analyse qualitative and quantitative information to identify trends, root causes and improvement opportunities.
• Translate customer insights into clear recommendations, business requirements and improvement initiatives.
• Support reporting and presentations that turn complex customer information into clear management insights.
• Support the development of customer-focused business strategies, strategic projects and new business initiatives.
• Conduct market, customer and competitor research to identify emerging trends and opportunities.
• Support strategic analysis and the development of business cases, presentations and recommendations for management.
• Coordinate activities, milestones and deliverables across projects, ensuring structured follow-up and execution.
• Help connect customer experience improvements with wider commercial and business objectives.
• Work closely with Sales, Marketing, CRM, Digital, Aftersales, Retail/Studio Operations and other functions to embed customer-centric thinking into business processes.
• Collaborate with European markets to understand local requirements while supporting a consistent regional customer experience.
• Support workshops, CX committees and cross-functional task forces.
• Act as an advocate for the voice of the customer, helping strengthen a customer-first mindset across the organisation.

About you:

• Bachelor’s Degree in Business Administration, Marketing, or equivalent.
• 4+ years of experience, including 2 years of experience in customer journey project management.
• Understand the automotive customer journey, with a focus on the digital journey.
• Have experience with CX KPI reporting and management.
• Have experience working with a multi-NSC organisation and cross-functional collaboration for data gathering.
• Demonstrate planning and alignment, organisational savvy and the ability to balance stakeholders.
• Bring skills in data management, project tracking and reporting, and project communications management.
• Bring experience working within a multi-NSC organisation and collaborating cross-functionally to gather data.
• Demonstrate strong data management, project tracking, reporting and project communication skills.

Rewards and Benefits

• A competitive salary and benefits package
• Flexible working time: Position is open to both full-time (100%) or part-time (80%). We welcome applications for both.
• Hybrid remote working policy and flexible working hours.
• Car sharing and family lease mobility program
• Complimentary daily lunch at our canteen and subsidized breakfast options
• Complimentary gym access and the opportunity to join various sporting clubs
• Family Support Programs
• Capital Forming Benefits Support
• Highly international working environment

Information at a Glance Posting Start Date: 06/11/2026 Location: Germany Level of Experience: Mid-Career Employment Type: Permanent Function: Customer Experience Innovation & Digitization Subfunction: Customer Experience Innovation & Digitization