Customer Experience Program Manager (Lead) (w/m/d)
Über uns
Als Customer Experience Program Manager (Lead) (w/m/d) steuerst du das Customer-Experience-Programm der TÜV Rheinland Akademie in Köln und koordinierst bereichsübergreifende CX-Initiativen mit internen und externen Partnern. Dabei entwickelst du Governance-Strukturen, Business Cases und KPIs weiter und begleitest strategische Veränderungsprozesse.
Genau Deins? Komm ins Team!
Tätigkeiten & Verantwortlichkeiten
- Du steuerst und priorisierst das Customer-Experience-Programm der TÜV Rheinland Akademie am Standort in Köln über alle Geschäftsfelder hinweg.
- Gemeinsam mit IT, Marketing, Sales, Operations und externen Partnern koordinierst du cross-funktionale Workstreams rund um CX, Kundenportal, Kampagnen und Customer Insights.
- Mit einem wirksamen CX-Governance-Modell etablierst du Steuerungskreise, Reporting-, Eskalations- und Risikomanagementprozesse.
- Du entwickelst Business Cases sowie ROI- und Erfolgskennzahlen für CX-Initiativen und verfolgst deren Umsetzung nach.
- Perspektivisch entwickelst Du das Customer-Experience-Team weiter und begleitest Business-Field-Leads in strategischen CX- und Veränderungsprozessen.
Erfahrung & weitere Qualifikationen
- Abgeschlossenes Studium in Betriebswirtschaft, Marketing, Wirtschaftsinformatik oder einem vergleichbaren Fachgebiet; Erfahrung mit CX-Plattformen und CRM-Systemen sowie verhandlungssicheres Englisch
- Mindestens 5 Jahre Berufserfahrung, idealerweise im CX-Consulting, in der CX-Strategie oder im Programmmanagement im B2B-Umfeld
- Nachweisliche Erfahrung in der Leitung komplexer, bereichsübergreifender Programme und im Management von Abhängigkeiten und Risiken
- Ausgeprägte Kommunikations- und Stakeholder-Management-Fähigkeiten auf Senior-Level
- Starkes analytisches und wirtschaftliches Verständnis, insbesondere im Umgang mit Business Cases und Finanzkennzahlen
Diversity & Inclusion
Equal opportunities are particularly important to us at TÜV Rheinland. We are committed to breaking down barriers and creating an inclusive working environment characterised by respect, diversity and genuine participation. We therefore particularly welcome applications from people with severe disabilities.
Arin Tori
Recruiting
Responsible for recruiting for this position
We only accept applications submitted online through our application system. We cannot accept applications sent by email.
What else you should know:
| Location | Cologne, North Rhine-Westphalia, Germany |
|---|---|
| Type of contract | Permanent |
| Type of employment | Full Time |
| Work model | Project site |
| Company | TÜV Rheinland Akademie GmbH |
| Job ID: | 21535 |
Application deadline: as long as the job is listed on our career page, we are looking for suitable candidates (all genders welcome). We are looking forward to receiving your application.
Our awards and memberships
You can look forward to that:
Urban Sports
The most diverse sports and wellness programme for TÜV Rheinland employees
Canteen
Directly on site and inexpensive: from our own kitchen with very high quality
Free parking spaces
No stress when looking for a parking space
Benefits
Discounts for employees, e.g. on travel, leisure, tickets or car purchases
TÜV RheinlandPeople & BusinessAssurance
TÜV Rheinland People & Business Assurance
People & Business Assurance is a business division of TÜV Rheinland. We bring together cross-industry services that help people and organizations position themselves securely for the future and improve their systems and processes.
With our services, our customers gain the 'Assurance' certainty that the requirements and standards important to them are met.
The business division is represented with around 5,000 employees at 80 locations in Germany and in about 30 countries on all continents.
In the following areas, we impress with our expertise:
- Analysis, auditing or certification of management systems, conformity assessment of imported goods
- Consulting services for infrastructures, digital transformations, or sustainability topics
- Managing research and innovation projects
- Occupational medicine, workplace safety, or health protection
- Training and seminars as well as personnel and organizational development
- Securing skilled workers and labor market services
Your contact person
Arin Tori
Recruiting
Questions about your application
Our recruiters will be happy to answer any questions about the position or the application process by email:
General questions are answered by the TÜV Rheinland hotline.
Applications are only accepted online via our application system.
Your application process
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Application deadline: as long as the job is listed on our career page, we are looking for suitable candidates (all genders welcome). We are looking forward to receiving your application. Apply now Über unsAls Customer Experience Program Manager (Lead) (w/m/d) steuerst du das Customer-Experience-Programm der TÜV Rheinland Akademie in Köln und koordinierst bereichsübergreifende CX-Initiativen mit internen und externen Partnern. Dabei entwickelst du Governance-Strukturen, Business Cases und KPIs weiter und begleitest strategische Veränderungsprozesse. Genau Deins? Komm ins Team! Tätigkeiten & Verantwortlichkeiten
Erfahrung & weitere Qualifikationen
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