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Customer Journey Owner (m/f/d)
Full-time
CompuGroup Medical is a leading provider of software solutions for healthcare, operating in 19 countries. In this role, you are responsible for the end-to-end experience of customers in support and service, from first contact to final resolution, looking at the entire journey: intake, routing, processing, resolution, and feedback. You systematically analyze friction points, drive data-based improvements, and leverage tools, standards, and automation to measurably increase customer satisfaction.
Your Contribution
End-to-end responsibility for the customer journey in support and service, from initial inquiry through routing and processing to resolution and structured feedback.
Steer and continuously improve key CX metrics, including an NPS target of +45, early resolution rate above 80%, and a 30% reduction in repeat contacts.
Select, configure, and optimize the tools underpinning the journey, including customer portals, self-service solutions, routing logic, and feedback systems.
Systematically identify friction points to eliminate root causes of waiting times, escalations, or recurring contacts.
Design effective self-service and deflection mechanisms, and coordinate the rollout of new journey standards and tools across up to 19 countries.
What You Bring
Several years of experience in customer experience, service design, or customer operations, ideally in a software, SaaS, or IT services context.
Excellent academic background, ideally in business administration, business psychology, business informatics, or service design.
Experience with CX platforms, self-service architectures, or workflow tools such as Salesforce, ServiceNow, Zendesk, or Freshdesk.
A data-driven working style using journey analytics and NPS feedback, with strong process-oriented thinking and a high affinity for automation and scalable service excellence.
