Customer Experience Manager in Deutschland

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Manager based in Germany. The Customer Experience Manager will lead customer-centered research, experience analysis, and improvement initiatives that strengthen client outcomes and business performance. Working within an established enterprise Customer Experience (CX) strategy, you will guide projects from discovery and insight generation through recommendations, implementation support, and measurement. You will collaborate with leaders and teams across product, technology, operations, and frontline functions to identify experience gaps and develop practical, prioritized solutions. By combining qualitative research, quantitative analysis, journey mapping, and structured facilitation, you will help transform complex challenges into measurable improvements. This hands-on role requires the ability to influence stakeholders without direct authority while balancing customer needs with business priorities. The position is remote within the United States or EMEA, with periodic travel to Wilmington, Delaware, and other offices for key meetings and workshops. Accountabilities: You will apply established CX practices to complex business challenges, helping cross-functional teams understand customer needs, prioritize improvements, and measure their impact. Your responsibilities will include: - Apply and evolve CX practices: Use established methodologies, tools, templates, and standards consistently across initiatives. Adapt the level of rigor to each project's complexity, risk, scale, and customer impact, and recommend practical improvements to CX tools and processes based on experience. - Conduct customer and stakeholder research: Define research objectives and select appropriate qualitative, survey-based, operational, and existing-data inputs.

Conduct customer and employee interviews, stakeholder interviews, focus groups, observations, and other research activities as needed. - Generate actionable insights: Develop unbiased research guides and materials, synthesize findings into meaningful themes, identify customer pain points and unmet needs, and connect feedback with operational data and business context to uncover root causes. - Develop customer experience improvements: Lead current-state and future-state journey mapping, service blueprinting, and process mapping to clarify customer needs, internal dependencies, handoffs, and ownership. - Facilitate solution design and prioritization: Lead design-thinking workshops, ideation sessions, and prioritization exercises. Help teams identify the process, technology, policy, data, governance, communication, and role changes needed to address experience gaps. - Build actionable roadmaps: Prioritize improvement opportunities according to customer impact, business value, risk, effort, and feasibility, translating findings into clear recommendations, requirements, and next steps. - Facilitate cross-functional collaboration: Design and lead workshops with senior leaders, product teams, technical specialists, operational teams, and frontline employees. Create structure in ambiguous situations, manage competing viewpoints, and guide participants toward decisions and shared ownership. - Influence stakeholders: Build credibility across teams and organizational levels, communicate CX concepts in language relevant to different audiences, and balance customer expectations with operational and commercial realities. - Communicate findings effectively: Prepare concise, executive-ready reports, presentations, and recommendations that make complex issues understandable without losing important insights. - Measure customer and business outcomes: Define appropriate experience, operational, and business measures; establish baselines; monitor progress; and assess whether improvements deliver the intended results.