Customer Journey Manager & Interim Program Lead Customer Communication (all Genders) - Hybrid

As Customer Journey Manager (all genders) your purpose is to understand our customers' needs along their end-to-end travel journeys and enable our digital & physical customer touch points to develop into a seamless, carefree travel experience. You anticipate our customers' needs and create value by enabling our whole company to take the right decisions based on the knowledge and insights you generate.

Until end of 2025, we are seeking a maternity leave replacement for the position of Program Lead Customer Communication. So, in your first months at Eurowings Digital, your primary focus will be Customer Communication and you will guide the virtual team and drive the transformation of our communication experience.

What you'll do

Customer Journey Management:

• Map and maintain segmented end-to-end customer journeys with an overview of insights and action points to support teams in setting and achieving experience KPIs and business goals
• Identify, analyze and disseminate economically meaningful customer insights, proactively identifying opportunities for improvement and growth for daily use, projects, and new products.
• Act as a liaison between all teams to ensure a customer-centric approach across all channels and touchpoints, taking a holistic view of the customer journey ecosystem
• Support key stakeholders with data-driven recommendations to contribute to the improvement of the overall customer experience in the long run

Customer Communication Program Lead:

• Drive the transformation towards a harmonized customer communication framework (north star)
• Lead a cross-functional core team, ensuring cooperation and motivation
• Manage internal key stakeholders as well as the management steering committee
• Monitor the holistic "north star" direction and program goals, report KPIs, identify impediments, and mitigate risks
• Make all processes, communication journeys, stakeholder maps transparent and visible to the company (documentation tool set)
• Establish regular communication loops and develop an engagement strategy to ensure the program is company-wide known and tools are used
• Support and consult teams on customer communication projects

What you’ll need

• 5+ years of relevant experience in customer journey management that ideally combine end-to-end digital and physical touchpoints, ideally with focus on different customer communication channels
• Strong analytical skills with experience in data-driven decision-making and using analytic tools
• Proficient in customer journey mapping and insight analysis for customer-centric product development
• Knowledge on how to setup and use an appropriate toolset (e.g. customer journey maps, landscapes, service blueprints) to identify areas of improvement and innovation
• Experience and the ability to excel in a multi-stakeholder environment
• Demonstrated experience in leadership roles, including managing teams, guiding strategic initiatives and projects, and fostering a collaborative work environment
• Fluent English and German language skills (minimum C1 level). Other languages a plus

What you’ll bring

• Passion for customers, eCommerce, and aviation
• You lose neither your head nor your sense of humor in times of stress
• An entrepreneurial, analytical, creative and solution-oriented way of thinking and decision making, aligned with company strategy
• Very strong communication, leadership, stakeholder, project management and presentation skills
• Ability to work both autonomously and collaboratively with an agile mindset
• Well-organized working mode using tools such as Jira, Confluence and MS SharePoint
• Curiosity for different views and interest in the latest developments in the field