Content Creator - Kundenservice (m/f/d)

CGM; Koblenz; On-site; EUR 90,000 - 130,000; Full time

Job summary

CGM seeks a leader to build and run the Customer First Academy, CGM’s central capability engine for service excellence. You will design the curriculum across mindset, methods, and specialist content, and oversee nationwide and international rollout with a focus on improving FCR and NPS.

You will certify and enable local champions, mentor staff, and measure impact while partnering with HR to integrate learning with onboarding and compensation strategies.

Qualifications

• Years of experience designing and running Service or Support training programs in a software company.
• Ability to translate complex processes into scalable curricula and learning paths.
• Familiarity with metrics such as FCR and NPS to drive improvements.

Responsibilities

• Design and own the Academy curriculum across mindset, methods, and specialist content.
• Operate delivery formats: certify champions, coach on the fly, and mentor new staff.
• Roll out the program across multiple countries, balancing central standards with local needs.
• Build and govern partner certification programs for service partners.
• Measure learning impact and connect learning to operational outcomes (FCR, NPS).
• Collaborate with HR on compensation logic, certificates, and onboarding integration.

Skills

Curriculum design

eLearning

Training programs

Coaching & mentoring

Job description

As a leading provider of software solutions for healthcare, we operate in 19 countries and employ nearly 9,000 dedicated professionals. You will work in a dynamic and innovative environment, filled with exciting opportunities. With your commitment and passion, you’ll have the chance to make a lasting impact.

CGM Leverages AI: We are looking for people who are inspired by the power of AI in eHealth, eager to shape transformation, and curious at heart - ready to see how technology can make healthcare smarter, easier, and better.

Together, we are shaping the future of healthcare. Become part of our mission and make a difference - for a world where knowledge saves lives!

In this role, you build and run the Customer First Academy - CGM’s central capability engine for service and support excellence. The Academy is not a training catalogue; it is the operating system for how more than 1,000 customer-facing professionals and ~50 service partners develop the mindset, methods, and product knowledge they need to delight customers every day. You own both the strategic design and the daily operations: setting the curriculum architecture, selecting and enabling champions in each Product Country Unit (PCU), deploying eLearning at scale, and measuring learning outcomes against the one metric that counts - NPS improvement. You work at the intersection of customer operations, HR, and the CFX program, balancing centrally defined quality standards with the product- and country-specific realities of a multi-PCU organisation across 12+ countries.

Build and govern the full curriculum architecture: Design and own the Academy curriculum across all three pillars - mindset (Customer-First identity and values), methods (conversation skills, AI-tool usage, operating discipline), and specialist content (per PCU, per primary product, per field service area) - ensuring every module is measurably connected to target KPIs (FCR, NPS etc)

Operate the four delivery formats: Manage the four interlocking delivery formats in practice: commission and quality-assure the eLearning modules per PCU and product; certify, enable, and support champions (A-performers who act as local trainers and peer-coaches in each PCU); set up the mentoring program for new and developing staff; and operationalize ‘coaching on the fly’ - CFX-Dashboard-triggered individual coaching that fires automatically when KPIs such as First Contact Resolution or reopen rate deteriorate.

Manage the rollout across all countries: Build an internationally scalable infrastructure including modularized content and manage the step-by-step rollout to every Country (PCU). Monitor uptake and success, continuously adapt, improve and extent to central and local needs.

Build and govern the service & support partner certification program: Own the partner program end-to-end - design and run the certification tiers (Certified, Advanced, Premium) for more than 50 service and support partners. Enforce the principle that no partner employee enters customer contact without certification, and manage the partner fee model that cross-subsidises internal upskilling.

Measure and report learning impact against operational outcomes: Track a dual KPI set - Academy-internal metrics (completion rate >85% per PCU within 60 days, champion activation, participant NPS >50, annual recertification compliance) and operational impact metrics (FCR, Time-to-Competency, QA-pass-rate, incident severity compliance, customer NPS per PCU).

Operate as the connective tissue between customer operations and HR: Partner with HR on compensation logic, certificate recognition and onboarding integration; brief and align the in-house trainer team for DE delivery and its international adaptation.

Several years of experience designing and running Service or Support training programs in a software company or comparable industry (e.g. SaaS, B2B tech, healthcare IT) - you have built curricula that changed how...