Voice of Customer (VoC) Program Manager (f/d/m)

Your mission

• You design and continuously evolve a scalable Voice of Customer framework tailored to a multi-city, bike-sharing environment
• You define how, when, and where customer feedback is collected across the rider lifecycle (onboarding, rides, payments, issues, churn etc.)
• You analyze customer feedback from support interactions, survey, app signals and operational data
• You translate insights into clear, prioritized recommendations with defined business impact
• You partner with Product, Operations, Marketing and Customer Support
• You drive teams in implementing VoC driven initiatives and track outcomes
• You own the VoC tool stack
• You ensure data quality, consistency and accessibility
• You report progress to leadership

Your profile

• You hold a Bachelor’s or Master’s degree in Business Administration, Marketing or a related field.
• You are fluent in German and English , written & spoken
• You bring extensive experience in Voice of Customer, Customer Experience, Customer Insights or related roles
• You have proven experience designing and running a VoC Program end-to-end
• You demonstrated experience applying agile project management and design thinking in cross-functional environments
• You bring strong analytical skills with the ability to link customer feedback/data to operational and commercial KPI
• You are used to work cross-functional in product-led organizations
• You have deep customer empathy paired with pragmatic business judgment
• You are able to influence decisions and drive change
• It's a strong plus if you have already experience in mobility, marketplaces, SaaS or consumer app-based business

Benefits

• Make an impact: Work on projects that have a real impact – for you and those around you.

• Work-life balance: Enjoy flexibility and culture: Work hybrid with focus time in the FlexOffice and at least two days of co-working at HQ. Fancy a change of scenery? Take up to 4 weeks of workation per year in another EU country.

• Time to recharge: 30 days of holiday for your well-deserved rest. For a longer break, we offer the option of a sabbatical.

• Cash on top: Your monthly SpenditCard for that extra boost when shopping.

• VIP shopping: Exclusive deals and discounts on various brands through our corporate benefits network.

• Body & Mind: We invest in your well-being (workshops, health checks & more).

• Team spirit: We embrace flat hierarchies and a culture where every voice counts.

• Global vibes: Work with colleagues from all over the world.

• Nextbike for free: Grab a bike and stay flexible.