Beschreibung
Customer Experience Manager (d/w/m)Your Responsibilities
- Understand how satisfied our customers are once they get a financing offer and help design improvements to the offline customers' experience
- Leverage cross-functional teams and capabilities (ops, sales, product, marketing) to design and reshape the interactions between the consumer and our company in the offsite environment
- Identify processes, tools, and technologies to develop which could have a positive business uplift by connecting more buyers with sellers / by helping consumers closing a financing deal/help them with their decision-making process
- Get inspired by innovative solutions for improving the offline experience, the gap between online, offsite and offline, and try to replicate through lean A/B test approach
- Foster a Growth mindset in an empowered and committed team. Drive cross-functional ideas through rapid experimentation, identify winners that can ultimately drive business success
- Help Sellers/Dealers to handle leads and improve the satisfaction of the overall journey
- You are responsible to have a holistic view on all customer-facing initiatives and the overall journey experience
- You align all the already existing and upcoming cross-functional initiatives
- Leverage the knowledge of our UX, Customer Insights, Analytics and Research Team and focus on fast pace growth hacking execution with your cross-functional teams
Your Profile
- B.A. / B.S. Degree in Design or UX (e.g. interaction, graphic, visual communications, product, etc), Human-Computer Interaction (HCI), or a related field, or equivalent practical experience
- 5+ years of professional UX and visual design experience
- Experience in designing for consumer and/or business products
- Demonstrated deep understanding of UX design principles and information
- You have a deep understanding of technologies, solutions providers, and have proven experience to create MVPs together with teams
- Hands-on & agile mentality
- Growth Hacking & Measurability Mindset
- Any experience with Call Center Steering, Retention Marketing, Consumer-Facing Product Management is a big plus
- Fluent English
Start: April 2020
Duration: 31.12.2020
Location: Berlin