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Customer Experience Manager (Offsite) - Freelance - Berlin

  • Location

    Berlin, Germany

  • Sector:

    Digital

  • Job type:

    Contract

  • Salary:

    Negotiable

  • Contact:

    Alex Hevey

  • Email:

    alex.hevey@darwinrecruitment.com

  • Job ref:

    JN -032020-85913_1583493275

  • Published:

    7 months ago

  • Duration:

    12 months

  • Expiry date:

    2020-04-05

  • Startdate:

    01/04/2020

  • Consultant:

    #

Customer Experience Manager (Offsite/Offline) - Freelance - 12 month contract - Berlin

We are currently looking to recruit a Freelance Customer Experience Manager to work with our customer to focus on their Offsite / Offline customer experience.

Key skills and experience required -

  • At least 5 years UX and visual design experience
  • Exposure to designing for consumer and/or business products
  • Deep understanding of UX design principles
  • Any exposure to Call Centre Steering, Retention Marketing or Consumer Facing Product Management would be highly beneficial

Responsibilities of role -

  • Understand how satisfied customers are once they get a financing offer and help design improvements to the offline customers experience
  • Leverage cross functional teams and capabilities (ops, sales, product, marketing) to design and reshape the interactions between the consumer and the company in the offsite environment
  • Identify processes, tools and technologies to develop which could have a positive business uplift by connecting more buyers with sellers / by helping consumers closing a financing deal/help them with their decision-making process.
  • Get inspired by innovate solutions for improving the offline experience, the gap between online, offsite and offline, and try to replicate through lean A/B test approach
  • Foster a Growth mindset in an empowered and committed team. Drive cross-functional ideas through rapid experimentation, identify winners that can ultimately drive business success
  • Help Sellers/Dealers to handle leads and improve the satisfaction of the overall journey
  • You are responsible to have an holistic view on all customer facing initiatives and the overall journey experience.
  • You align all the already existing and upcoming cross-functional initiatives
  • Your generate measurable impact on the conversion rate of financing leads
  • Leverage the knowledge of our UX, Customer Insights, Analytics and Research Team and focus on fast pace growth hacking execution with your cross-functional teams.

Please send an up to date CV to alex.hevey@Darwinrecruitment.com if this role is of interest.