Customer Journey Mapping Experts in Germany
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Meet FRATCH Experts in Germany, who have recently used Customer Journey Mapping
Sahra Hainke
Last position:
Interim B2B Product Management at Telefónica Germany GmbH & Co. OHG
Project lead for all transformation projects since 01/2018
Advisory role for the IT development team to ensure the best possible implementation of customer communication workflows within the new IT structure
Monitoring cross-department process harmonization to create a unified approach for B2B customer communication
Introduction of a new agile working method, including an optimized IT development process with clearly defined responsibilities
Reduction of process redundancies by 35% through effective system integration and workflow optimization
Successful unification of customer communication across three previously separate systems
Introduction of customer journeys and customer experience
Lukas Noska
Last position:
Senior Product Designer (Process & Workflows) at Streckenheld
- Designed role-based delivery assignment workflows, switchable between own fleet and partner carriers, with traceable status chains from „pending“ to „in delivery.“
- Designed AI-assisted route optimization, where dispatchers review drive-time-optimized route suggestions as drafts and apply them in one click.
- Designed a central planning interface for delivery and route management, bringing table view, map view, and route composition into a single workflow.
- Built interactive prototypes to align new product features early with stakeholders and engineering.
Key methods: AI-assisted Product Design, Workflow Design, Role-Based Workflows, Dashboard Design, Interaction Design, Prototyping, Logistics/Operations UX, Stakeholder Collaboration
Ali Catak
Last position:
Founder & Strategist at Wants & Needs UG (limited liability)
Focus areas:
- Strategy & Business Development
- CRM & Retention
- Customer Experience & Journey Management
- Customer Value/CLV
- Growth & Go-to-Market, as well as Business/IT Transformation
- Strategic analysis, target operating models, assessments, business cases, and concept development and implementation management
Philipp Grunert
Last position:
Data Scientist & ML Engineer at Data-Science Factory GmbH
- Building, implementing and selling automated Data Science solutions such as Scorecard Factory and Forecast Factory
- Implementation of automated end-to-end cloud processes
- Development of LLM and NLP models
- Creation of interactive reports
- Support for national and international large corporations as well as medium-sized companies in implementing ML projects
Jens Sander
Last position:
Marketing Consultant – [New customer acquisition (B2B), Social Media, SEO] at Manufacturer of precision parts made of metal [confidential]
Strategic Marketing / New Customer Acquisition (B2B):
- Market and competition analysis: Identified competitors, developed evaluation grids, sketched provider landscape with potential customers, competitors and partners
- Concept for a cross-media, personalized multi-touch campaign
- Developed the multi-touch strategy in different variants with several stages, defined touchpoints, target companies and target people, developed the ideal customer profile and contact ideas
- Designed all individual measures: developed concepts for letters, postcards, landing pages, emails, phone calls and downloads
- Visualized the logic of the contact sequences (flowchart)
- Described the distinction from "account-based marketing"
- Implementation planning: Researched providers for packaging, shipping and landing page software, negotiated terms, recommended tools and partners
Social Media Marketing:
- Target categorization, definition and recommendation for action
- Review and selection of channels
- Concept for channel management
- Developed an 11-week editorial plan (Instagram & LinkedIn)
- Created, implemented and published image and video posts
- Campaign launch, ongoing monitoring and optimization
Search Engine Optimization (SEO):
- Website audit with indexing check
- Ranking, backlink, traffic and competition analysis
- Analyzed search and user behavior
- Consulting on SEO risks during relaunches with domain changes
- Keyword research and recommendations for action
Ute Von Der Grün
Last position:
MSFT Copilot Champion (AI) - DACH at SoftwareONE
- Developing global ACM Copilot services and shaping their evolution on a global scale
- Evangelizing the benefits and capabilities of Copilot to internal and external audiences
- Onboarding, mentoring, and training new ACM colleagues in services and methodologies
- Acting as point of contact for internal Copilot proof of concept adoption and change management
- Leading Copilot adoption strategy, communicating benefits, usage and ethical considerations
- Organizing events and workshops and fostering an interactive community to share updates, findings and best practices
Kristoffer Lange
Last position:
Senior UX Researcher at MeinAuto.de
Research-driven Experience & Conversion Optimization in Automotive E-Commerce. Responsible for driving research-led optimization of key user journeys across vehicle search, configurator, and homepage. Worked cross-functionally with Marketing, Product, and partially Sales to translate insights into measurable business impact.
- User Research & Insight Generation: Led qualitative rapid user research following the launch of the new marketplace to identify usability issues, conversion barriers, and immediate optimization opportunities. Synthesized findings into actionable hypotheses for A/B testing and product improvements.
- Experimentation & Data-informed Optimization: Designed, evaluated, and iterated A/B tests to optimize configurator entry points, search forms, filter and sorting logics. Leveraged GA, Clarity, and experimentation data to derive statistically relevant insights and inform product decisions.
- UX & Interaction Concept Development: Conceptualized new configurator entry mechanisms, quick filters, navigation concepts, and checkout progress indicators to improve orientation and decision confidence.
- Personalization Strategy & Frameworks: Developed personalization hypotheses and use cases and collaborated with external vendors (e.g. Dynamic Yield). Established a scalable framework covering processes, responsibilities, and testing pipelines.
- Homepage Research & Experience Strategy: Co-led research-informed homepage initiatives, including cross-functional workshops, definition of user needs and requirements, phased concept development, and alignment with key stakeholders.
Ingo Wachter
Last position:
Business Analyst at Leading German Core Banking Provider and Processor
- Definition of features
- Authorization Mastercard and Visa
- Usage of ISO protocols and norms
- Mastercard Fast Funds
- Feature analysis Girocard 4.0
- Scoping EPI
Jan Zinal
Last position:
Founder & Strategy / Business Development Consultant at eberty partners
- Developed positioning strategies, external narratives, and communication concepts for technology ventures; created customer journey analyses and management-ready presentations for decision-makers
- Secured approval for an autonomous mobility pilot in Berlin through structured stakeholder coordination (public sector, mobility, real estate)
- Generated EUR 30k+ in revenue across 4 mandates; prepared investor-ready materials and supported fundraising processes
Pia Hopfner
Last position:
Marketing for SAP solutions at AEB SE
- Go-to-market and campaigns for SAP-related software solutions from positioning to execution.
- Buyer’s guides and sales tools,
- DACH and UK including tracking and attribution,
- Selection and management of the performance agency,
- Content concept for the DSAG Annual Congress trade fair booth,
- quality assurance of SAP-related content.
- Evaluation of two marketing platforms as a decision basis for management, implementation in HubSpot.
Pauline Keating
Last position:
Founder & Principal Consultant at The Insight Architect
- Executive Advisory: Lead an integrated fractional practice connecting research, data, and commercial strategy for C-suite and product leaders across e-commerce, media, and tech.
- Commercial Strategy: Structure ambiguous market challenges into high-stakes, actionable decisions that directly influence product roadmaps and revenue growth.
- Mixed-Methods Delivery: Direct customer journey mapping, stakeholder alignment workshops, and mixed-methods research, leveraging AI synthesis alongside 20 years of strategic judgment.
Marcel Oelschläger
Last position:
Senior UX Designer | Redesign of a Complex B2B Risk Management Platform at Schleupen SE
trategic Requirements Management: Steered user-centric product development for highly complex analytical platforms in close coordination with Product Owners.
Team Enablement: Provided technical supervision and UX alignment across multiple development teams to ensure consistent implementation.
Translation of Requirements: Translated complex business logic into intuitive, user-centric concepts and workflows along the entire customer journey.
End-to-End Design: Led ideation, conceptualization, and UI design for UX projects, accounting for cross-functional requirements.
Quality Assurance: Ensured strict adherence to and verification of usability standards and web accessibility (WCAG) within a B2B context.
Stakeholder Management: Confidently presented and defended design solutions to senior management and specialized departments.
Cross-functional Collaboration: Acted as the primary interface between Product, Engineering, and Business to resolve conflicting objectives within the design process.
Dino Cardiano
Last position:
Certified Coach (ICI) - Business Coach at Future Pioneers Collective
Internationally certified Master Coach, International Association of Coaching Institutes (ICI)
Future Pioneer. Future architect & bridge builder for leaders & teams - business coach for future-ready, values-based transformation in organizations.
I enable leaders, teams, and organizations to increase their future readiness in a self-determined way, master complex change, and connect value creation with purpose, responsibility, and humanity.
One-to-one coaching for leaders
Team and leadership team coaching
Conflict coaching and conflict facilitation
Process-supporting systemic coaching in transformation programs
Business coaching for transformation and change projects (innovation, culture change, New Work, intrapreneurship, agile work, leadership development), with a focus on leadership, team dynamics, conflict culture, and organizational systems.
Certified coach for non-violent communication (NVC)
Certified hypnosystemic coach
Certified conflict coach
Certified team coach
Certified career coach
Certified leadership coach
More than 6,000 hours of mentoring and coaching in the last 12 years
Kristin Marschner
Last position:
Digital Project Manager at MM Fachbetrieb für Agrar, Landwirtschaft & Biogas
- Project management for the development and implementation of a new web presence
- Development and integration of high-quality content and visual assets for the website
- Communication with and support for customer inquiries
- Administrative and strategic support for management
Barbara Tobiesen
Last position:
Interim Head of E-Commerce & Marketing (Freelance) at Early-stage organic skincare startup
Led marketing and e-commerce for an early-stage start-up in organic skincare
E-commerce: Web shop relaunch (including tech selection, customer journey mapping, SEO content & UX strategy; new hosting); Amazon launch; automated billing and fulfillment process
Brand strategy: Sharpened the value proposition based on customer needs; managed brand relaunch (packaging, marketing, website)
Marketing strategy: Created business and marketing plan; prioritised marketing channels for customer acquisition (SEO, Meta, PR) and retention (+25% email subscribers); set up performance reporting
Pricing: Conducted benchmarking study and margin analysis leading to change from cost to value-based pricing, introduction of a portfolio price strategy and bundling
Discover over 15,000 top freelancers
Statistics of experts using Customer Journey Mapping
Aggregated from the professional profiles of matched freelancers.
Experience
18 years
Position duration
2.2 years
Positions per freelancer
10
Top business areas
Product Development, Marketing, Project Management
Top industries
Information Technology, Professional Services, Retail
Certification focus areas
Product Development, Project Management, Information Technology
Bachelor's degree or higher
94%
Master's degree or higher
65%
Doctorate
3%
Certifications per freelancer
3
Most common languages
German, English, Spanish
Speak two or more languages
100%
Based on our profile pool as of 30 Aug 2026.
Daily rate distribution
The chart shows how the daily rates of freelancers in this technology in Germany are distributed, based on recent contracts on our platform. Each bar covers a rate range — its height shows how many freelancers charge within that range.
Average rates of experts in Germany using Customer Journey Mapping
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 30 Aug 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
About the technology
Journey view
Customer journey mapping shows how people move from first contact to repeat use. It captures touchpoints, emotions, blockers, and handoffs across channels. A strong map makes service gaps and conversion drops easier to see.
What they deliver
- Customer journey maps for research, sales, onboarding, and support
- Current-state and future-state journeys for product and service teams
- Workshops that align marketing, product, and customer care
- Journey-backed recommendations for content, UX, and process fixes
Tools and methods
Professionals working in this field often use Miro, FigJam, Lucidchart, and workshop templates. They also combine interviews, survey input, analytics, and support data to avoid maps built on guesses. Customer journey mapping is strongest when the map reflects real evidence, not a slide deck exercise.
When to bring in help
Companies usually bring in freelance specialists when the customer experience spans many teams or when internal views do not match customer feedback. This is common during website redesigns, service recovery work, CRM changes, and product launches. In Germany, these projects often need clear English or German workshop facilitation, depending on the team mix.
What strong specialists do
Strong professionals ask for goals, segments, and the decisions the map must support. They challenge vague steps, separate facts from assumptions, and turn a customer journey map into priorities that teams can act on. They also document gaps clearly so the result stays useful after the workshop ends.
Where it fits
Customer journey mapping is used in e-commerce, SaaS, finance, travel, healthcare, and public services. It helps when the same person moves across web, app, call center, email, and in-person channels. Teams often pair it with service blueprinting, UX research, and CRM work to connect experience design with operations.
Frequently asked questions
Not sure where to start with Customer Journey Mapping? These answers cover the essentials.
Customer Journey Mapping is used to show how a person experiences a brand or service across touchpoints. Companies use it to find friction in onboarding, purchase, support, retention, and renewal. It helps teams decide where to improve the experience instead of guessing.
Customer Journey Mapping focuses on what the customer sees, feels, and does across the journey. A service blueprint goes deeper into internal processes, roles, and systems behind that experience. Many projects use both because the map shows the problem and the blueprint helps explain how to fix it.
CJM is a common shorthand for Customer Journey Mapping, but people also use it to mean the journey map itself. In practice, both terms point to the same work: understanding the end-to-end experience. When hiring help, it is worth checking whether the person has built the map, led the workshop, or both.
A strong Customer Journey Mapping specialist combines research, facilitation, and clear writing. They should be comfortable with interviews, workshop design, touchpoint analysis, and turning findings into actions for product, marketing, and service teams. Experience with UX research, CRM data, and service design is a strong plus.
Customer Journey Mapping work can be done by a focused specialist, but the right depth depends on scope. A small workshop may only need someone who can structure interviews and synthesize findings, while a cross-channel transformation needs a person who can manage many stakeholders and messy input. The key is proven facilitation and synthesis, not just slide design.
With Customer Journey Mapping, quality shows up in clarity and actionability. The map should be based on real evidence, show the right segments, and lead to concrete decisions rather than generic pain points. If the output cannot guide prioritization, it is probably too abstract.
Yes, Customer Journey Mapping works well remotely when the specialist uses structured workshops and good collaboration tools. Teams in Germany often mix remote sessions with a few on-site meetings for stakeholder alignment or customer interviews. The main requirement is clear facilitation and a shared process across languages if needed.
Customer Journey Mapping often sits next to UX research, service design, content strategy, and CRM work. For digital products, product analytics and conversion optimization are also useful because they help confirm where the journey breaks down. The best specialists know how to connect the map to real operational changes.
The average hourly rate of freelancers in Germany who have used Customer Journey Mapping in their recent projects is 104 €, which corresponds to a daily rate of about 829 € based on an 8-hour working day.
Of the freelancers in Germany who have used Customer Journey Mapping in their recent projects, 94% hold at least a Bachelor's degree, 65% hold at least a Master's degree, and 3% hold a doctorate.
On average, freelancers in Germany who have used Customer Journey Mapping in their recent projects have 18 years of professional experience, with a single engagement typically lasting around 2.2 years.
The most common languages among freelancers in Germany who have used Customer Journey Mapping in their recent projects are German (100%), English (97%), and Spanish (29%).
The most common industries among freelancers in Germany who have used Customer Journey Mapping in their recent projects are Information Technology (74%), Professional Services (66%), and Retail (53%).
The most common business areas among freelancers in Germany who have used Customer Journey Mapping in their recent projects are Product Development (89%), Marketing (87%), and Project Management (82%).
Main locations of FRATCH Experts, who have recently used Customer Journey Mapping
Our freelancers and interim experts are at home across the DACH region — available on-site in the major business hubs or fully remote. Choose a location to discover matched specialists, local market insights and up-to-date availability.
Berlin 
Munich Request a free demo
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Philipp Thomaschewski
FRATCH CEO
