Customer Journey Insights Analyst

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 role at the intersection of data, product and business steering — requiring strong stakeholder management, pragmatic decision‑making under uncertainty and the ability to drive impact even with incomplete data.

Your 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 — even when data is fragmented or incomplete.
• Identify data gaps and proactively drive alignment with stakeholders to close them pragmatically.
• 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 pragmatic testing and experimentation approaches to measure impact.
• Integrate journey KPIs and impact logic into management‑level steering and decision processes.

Following qualifications would be in line with our desired profile for this position

• You have experience in Customer Analytics, Growth Analytics, Performance Management, Strategy or a similar role.
• You are comfortable working with data, but even more importantly, you know how to navigate situations where data is incomplete, messy or missing.
• You proactively identify what data is needed and work with stakeholders to obtain or approximate it.
• You have a strong hypothesis‑driven mindset and are able to derive actionable insights even under uncertainty.
• You are able to translate complex analytical relationships into clear, concise and compelling business narratives.
• You are highly skilled in stakeholder management: you can challenge, align and influence different functions, even in resistant environments.
• You are pragmatic: you balance analytical rigor with speed and business relevance (“good enough to act”).
• You are comfortable working across multiple teams and bringing structure into ambiguous problem spaces.
• You have excellent communication skills and are able to adapt your style to different audiences.
• You have very strong German language skills (C1/C2 level) and are able to confidently communicate with senior stakeholders in German‑speaking environments.
• You have professional English skills.
• Bonus: Experience in financial services or other regulated industries.
• You are passionate about your work, but also know how to enjoy your free time!

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