Customer Journey Mapping Experts in Munich
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Meet FRATCH Experts in Munich, who have recently used Customer Journey Mapping
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
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
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
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
Kerstin Pede
Last position:
Freelance / Contract at Strategic Product & New Business Development Consulting
- Design and implement a product life cycle framework and automation for an e-procurement platform
- Serve as Interim Product Owner for BMW’s B2B CRM portal, aligning stakeholders and steering delivery
- Develop go to market strategy for a furniture startup, covering positioning, pricing, and channels
- Coach emerging leaders on digital strategy, decision making, and execution
- Define market entry strategy for a sustainability startup, from customer insight to pilot plan
Stefanie Deepe
Last position:
Independent Real Estate Consultant at Garant Immobilien
Advising on and selling residential and commercial properties.
Creating solid market and location analyses as well as valuation and pricing strategies.
Developing digital marketing initiatives for property promotion (virtual tours, social media ads, email campaigns).
Customer support and retention through personalized communication and automated follow-up workflows.
Slavina Vasileva
Last position:
Marketing Director at Permanent Entertainment GmbH
- Full P&L responsibility for pricing strategy, sales, and marketing with a focus on growth and efficiency
- Leading and scaling a high-performance team (5 FTE): establishing clear KPI structures, data-driven decision processes, and agile sprint setups to maximize team efficiency and output
- Developing and implementing a performance marketing architecture across all channels (SEA, paid social, programmatic, SEO, CRM, PR) to maximize revenue growth
- Increased ROAS by 32%, reduced CAC by 11%, and achieved 23% revenue growth YoY through data-driven budget allocation, cross-channel campaign optimization, and conversion rate testing
- Optimized the customer journey through conversion rate tests and audience segmentation
- Successfully integrated brand and performance marketing (SEO, organic, paid media, retention) to significantly boost brand awareness and sustainably improve ROAS
Alana Rokus
Last position:
Principal Consultant at Digital Experience Company d.o.o.
- End-to-end ownership of various journeys, leading the conception phase and translation of business requirements into technical specification.
- Designing and creating omnichannel customer journeys across key touchpoints for a seamless customer experience (e.g., welcome or reactivation journey for online and offline buyers, including planning, execution, and reporting).
- Utilizing customer journey mapping to identify pain points and key moments that matter.
- Leveraging AI use cases for e.g. content mapping.
- Analyzing journey and survey results to identify optimization measurements for KPI improvements.
- Deep diving into data collection and activation strategies.
- Creation of profound CRM playbooks for markets to leverage full CRM potential.
- Benchmarking industry standards and analyzing competitors.
- Advising on loyalty program development and embedding into CRM activities.
- Leading CRM migration stream within a cross-cloud enterprise project.
- Preparing management presentations.
- Designing, creating, and analyzing customer surveys & campaigns.
- Supporting the customer service team in optimizing processes with service tools.
- Always adopting a customer-centric approach.
- Engaging in requirements engineering and working in agile scrum teams daily.
Jens Klinksiek
Last position:
Digital Consultant at DekaBank Group
- Further development and maintenance of the DekaBank Group website
- Digital consulting, stakeholder management, project management
Antonio Marraffa
Last position:
Digital Consultant (PO/PM/SCRUM Master) at Freelancer
- PO/PM for digital products as Search, Recommendations & AI ML related projects, with special focus on relevancy and UX
- Agile facilitator helping teams working agile with OKRs/Goals
Discover over 15,000 top freelancers
Statistics of experts using Customer Journey Mapping
Aggregated from the professional profiles of matched freelancers.
Experience
20 years (Germany: 18 years)
Position duration
2.9 years (Germany: 2.2 years)
Positions per freelancer
10
Top business areas
Marketing, Product Development, Information Technology
Top industries
Information Technology, Media and Entertainment, Professional Services
Certification focus areas
Project Management, Marketing, Business Intelligence
Bachelor's degree or higher
100% (Germany: 94%)
Master's degree or higher
71% (Germany: 65%)
Certifications per freelancer
2 (Germany: 3)
Most common languages
German, English, French
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 Munich 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 Munich 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
What it covers
Customer journey mapping shows how people move from first contact to repeat use. It connects touchpoints, emotions, channels, and internal handoffs into one clear view. Companies use it to improve onboarding, service design, retention, and content.
Common deliverables
- Current-state journey maps
- Future-state journey maps
- Service blueprints
- Workshop outputs and journey hypotheses
- Prioritized friction points and actions
Tools and inputs
Strong specialists work with interviews, survey notes, analytics, support tickets, and CRM data. They also use whiteboarding tools, spreadsheet models, and documentation systems to keep the work usable. The best output is not a pretty diagram; it is a map that teams can act on.
When to bring in help
Companies bring in freelance expertise when a journey is unclear, customer feedback is scattered, or different teams disagree on what happens at each step. In Munich, this often matters for B2B software, mobility, ecommerce, finance, and service teams that need shared language fast. External experts help them align research and delivery without long ramp-up time.
What strong specialists do
A strong specialist asks precise questions, separates facts from assumptions, and tests the map against real evidence. They can run stakeholder workshops, synthesize messy input, and explain where the journey breaks down. They also know when to pair customer journey mapping with service blueprinting, UX research, or process analysis.
Why it works
Customer journey mapping helps teams see the full experience instead of isolated tasks. That makes it easier to fix handoff issues, reduce drop-off, and design better messages, flows, and support. Good work leaves the company with a shared view, clear priorities, and a map that keeps being used after the project ends.
Frequently asked questions
Need clarity? These are the questions we hear most often about Customer Journey Mapping.
Customer Journey Mapping is used to show how people move through a service, product, or buying process. Teams use it to spot friction, missed expectations, weak handoffs, and moments where people need better guidance. It is common in product, service design, marketing, and customer support work.
Customer Journey Mapping and a service blueprint are related, but they are not the same. A journey map focuses on the customer experience, while a blueprint adds the internal people, systems, and processes behind it. Many projects use both because the map shows where the pain is and the blueprint shows why it happens.
A company should bring in Customer Journey Mapping expertise when teams disagree about the customer path, research is spread across many sources, or an important experience needs a clear reset. Freelancers are also useful when an internal team needs outside structure for workshops, synthesis, or stakeholder alignment. That is common in Munich when local teams need fast support without long onboarding.
A strong Customer Journey Mapping specialist usually brings research synthesis, workshop facilitation, stakeholder management, and service design thinking. Useful adjacent skills also include UX research, analytics interpretation, content strategy, and process mapping. Those skills help turn a map into decisions, not just discussion.
A focused Customer Journey Mapping project does not always need a very large team, but it does need someone who can handle ambiguity and synthesize evidence. If the journey is complex, the specialist should have worked with cross-functional teams and mixed data sources before. For a simple touchpoint review, a lighter profile can be enough.
A good Customer Journey Mapping deliverable is grounded in evidence, easy to read, and tied to clear next steps. You should see real touchpoints, pain points, emotions, and ownership, not vague statements. If the map helps teams make decisions in workshops and planning sessions, it is useful.
Customer Journey Mapping can be done remotely if the specialist has access to the right stakeholders, research material, and workshop tools. On-site sessions can help when teams need stronger alignment or when the customer experience is highly cross-functional. Many projects use a mix of remote synthesis and a short in-person workshop.
Customer Journey Mapping and CJM mean the same thing. CJM is just the short form that many teams use in notes, workshop material, and project discussions. If a freelancer uses CJM fluently and still explains the method clearly, they usually know the field well.
The average hourly rate of freelancers in Munich, Germany who have used Customer Journey Mapping in their recent projects is 118 €, which corresponds to a daily rate of about 946 € based on an 8-hour working day.
Of the freelancers in Munich, Germany who have used Customer Journey Mapping in their recent projects, 100% hold at least a Bachelor's degree and 71% hold at least a Master's degree.
On average, freelancers in Munich, Germany who have used Customer Journey Mapping in their recent projects have 20 years of professional experience, with a single engagement typically lasting around 2.9 years.
The most common languages among freelancers in Munich, Germany who have used Customer Journey Mapping in their recent projects are German (100%), English (100%), and French (30%).
The most common industries among freelancers in Munich, Germany who have used Customer Journey Mapping in their recent projects are Information Technology (80%), Media and Entertainment (70%), and Professional Services (70%).
The most common business areas among freelancers in Munich, Germany who have used Customer Journey Mapping in their recent projects are Marketing (100%), Product Development (80%), and Information Technology (70%).
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 Hamburg 
Munich Cologne Frankfurt Stuttgart Dusseldorf Leipzig Dortmund Essen Bremen Dresden Hanover Nuremberg 
Berlin Request a free demo
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Philipp Thomaschewski
FRATCH CEO
