Project specification
Project expertise
Description
The background of this assignment lies in optimizing the customer experience in the eCare area. The goal is to ensure seamless support across all channels, delivering both a high resolution rate and maximum customer satisfaction. At the same time, the digitization of relevant customer processes should be driven forward consistently, including by designing and further developing a new navigation concept.
Definition of the Selfcare 360 Degree epic within feature planning as part of project management, including rebuilding the old CMS structure, focusing on multi-subscriber, resolution rate, and customer processes
Blueprinting all eCare features from the closed service area, Usage Monitor, billing, and roaming usage from the Inlife Tribe, focusing on the #Customer Journey and comprehensive #analysis of requirements.
Expert advice to the B2C area in defining, creating, and evaluating complex business and technical requirements, taking time, quality, and budget into account
Prioritization of features and determination of the implementation sequence
Designing a navigation structure for prepaid and postpaid mobile tariffs
Project-related consulting for consistent implementation of white label content for the different brands
Consulting the Epic Owner for Selfcare 360 degree view.
Error analysis, #testing, design, and functional description of the future service offering, especially considering multi-subscribers
Progress reporting as well as identifying and solving challenges and issues
Reviewing and targeted adjustment of the epic based on current requirements and progress
Documenting processes using Jira and Confluence
Requirements
Must-have Skills:
- Stakeholder Management
- Project Management
- Quality Management
- Agile Methodology
- Jira
- Requirements Management
- German
- English
- Customer Journey
- Customer Service Processes
- Concept Design
- Analysis
Nice-to-have Skills:
- Backlogs
- User Stories
- Business Informatics
- Computer Science
- Scrum
- Confluence
- Microsoft Office
- Cloud Computing
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Frequently asked questions
The project is based in Munich, Germany.
The project preferably starts in April 2025 and is planned to end in June 2025 (2 months).
The project requires a commitment of 95 - 100% capacity (full-time).
The project offers 95 - 100% remote work.
The project offers a daily rate of 752 - 800€ which breaks down to an hourly rate of 94 - 100€/h.
The project requires the following languages: German (Advanced) and English (Advanced).
The project is related to the following industry: Telecommunication.
The project covers the following business areas: Customer Service, Information Technology, and Project Management.
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