About this role
Voith GmbH & Co. KGaA Your Tasks - Define the global customer experience framework and KPIs. - Own Voice-of-Customer systems (e.g. NPS, surveys, feedback loops). - Analyze customer journeys and identify improvement opportunities. - Translate CX insights into CRM, process, and behavior changes. - Partner with sales, service, and marketing on CX initiatives. - AI & data focus: Apply AI to analyze customer sentiment and unstructured feedback (including additional customer data, e.g. behavioral data). - Develop predictive indicators for satisfaction and churn. - Use AI to optimize customer journeys and touchpoints. Your Profile - Degree in Marketing, Business Administration, Behavioral Science, or similar. - Experience in customer experience / Voice-of-Customer programs, or customer insights or related field - Strong knowledge of CX metrics (NPS, CES, CSAT), journey mapping, and feedback systems. - Analytical capabilities incl. deriving insights from qualitative and quantitative data. - Experience with sentiment analysis, customer analytics, or AI‑based feedback tools beneficial. - Ability to translate insights into concrete actions for CRM, processes, or sales behaviors. - Strong cross-functional collaboration skills with Sales, Service, and Marketing. - Storytelling and communication strength to influence change across Group Divisions, regions and stakeholder groups. - Fluent in English, German language proficiency is desirable.