Senior Project Manager Customer Interaction

A company is looking for support in a project to evaluate, implement and further develop quality surveys in digital channels. The goal of the project is to increase customer satisfaction in digital channels, evaluate, implement and advance survey methods to enable consistent measurement of customer satisfaction across all channels. Improvement potentials should be identified and implemented.

The role includes consulting, developing and implementing measures to gather and improve customer satisfaction in digital channels. Main tasks:

• Consulting on survey methods to capture customer experience and quality in digital channels, market standards, benchmarks and future orientation.
• Developing a future model for quality in digital channels, relevant KPIs and survey methods as well as standard processes.
• Implementing the decided measures, including interface management and coordination with technology partners and social partners.
• Testing implemented measures to ensure the required requirements are met.
• Consolidating and documenting existing and missing customer survey methods/quality KPIs across all responsible digital channels.
• Advising on the preparation of decision templates and implementing the necessary measures.
• Identifying improvement potentials and developing a standard process for transparency and implementation.

• Experience in consulting on survey methods and quality measurement in digital channels.
• Knowledge of market standards, benchmarks and KPIs in the field of customer satisfaction (CEX).
• Ability to develop and implement standard processes and survey methods.
• Experience in interface management and coordination with various stakeholders.
• Analytical skills to identify improvement potentials.
• Experience in preparing decision templates and implementing them.