Project specification
Project expertise
Description
The company is implementing several strategically relevant measures in Operations & Customer Contact. The goal is to sustainably improve service quality through AI-powered solutions. To ensure the lasting achievement of the GenAI program's objectives, a structured, cross-functional project controlling will be set up. This controlling provides transparent management of all GenAI activities in 2026 and establishes a clear link between the business case, operational implementation, and economic benefits. The aim is to establish a unified, methodically sound controlling logic to measure the effectiveness and profitability of all subprojects. This ensures comparability between the “old world” (existing processes and systems) and the “new world” (AI-supported processes).
Project goal: The aim is to create an inspiring service experience in every customer interaction. This applies to face-to-face conversations, written inquiries, online or self-service – across brands, from the premium brand to the discount segment. Additionally, both in customer contact and non-voice channels, more efficient processing through AI will be explored. To ensure the success of the GenAI program, a PMO controlling function will expand its tasks and service scope and support and take over parts of the GenAI program. To ensure sustainable achievement of the GenAI program’s goals, a structured, cross-functional project controlling setup is established. Core tasks are carried out in the areas of design and setup, as well as implementation and integration according to the service description.
Requirements
- Senior Controller / Business Analyst or Consultant with strong data understanding and a clear affinity for digital / AI-driven transformation
- Solid controlling skills (especially cost accounting, investment appraisal, business cases, KPI definition and performance measurement)
- Experience with business cases & profitability analyses and understanding of business processes
- Knowledge in project and portfolio controlling to manage multiple initiatives in parallel
- Strong structuring ability to model complex issues clearly and standardize across projects
- High personal responsibility and an intrinsic hands-on mentality
- Excellent Excel and BI tools & reporting skills (modeling business cases, templates & automations)
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