Customer Journey & Lifecycle Lead- Xiaomi EV

Xiaomi Technology; München; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

Xiaomi Technology is seeking a professional in München, Germany to lead customer journey initiatives focused on enhancing customer experiences. The role involves defining customer journeys, establishing standards, and managing customer lifecycle communications.

The ideal candidate possesses strong analytical skills, excellent stakeholder management capabilities, and a customer-obsessed mindset. The team fosters a culture of continuous improvement, and you will have the opportunity to shape key customer moments throughout their lifecycle.

Qualifikationen

• Strong understanding of customer behaviour and lifecycle management.
• Experience designing customer journeys across multiple channels.
• Ability to translate insights into actionable improvements.

Aufgaben

• Define and evolve the customer journey across various channels.
• Lead initiatives improving customer conversion and satisfaction.
• Create customer education programmes for better engagement.

Kenntnisse

Customer journey management

Experience design principles

Analytical skills

Stakeholder management

Change management

Customer obsession

Jobbeschreibung

Responsibilities

• Define and continuously evolve the end-to-end customer journey across direct, agency and distributor channels.
• Establish customer journey standards, key customer moments and experience principles across every stage of the lifecycle.
• Identify customer friction points and lead cross-functional initiatives that improve conversion, satisfaction and operational effectiveness.
• Own customer lifecycle communication strategy, ensuring communications are timely, relevant, accurate and aligned to operational reality.
• Lead the development of customer education programmes that improve understanding, confidence and engagement throughout the ownership journey.
• Establish customer feedback mechanisms and voice‑of‑customer frameworks to identify opportunities for improvement.
• Partner with functional teams to ensure customer journey considerations are embedded into processes, systems and business decisions.
• Act as the central advocate for the customer, translating customer insights into strategic recommendations and business improvements.

Qualifications

• Strong understanding of customer behaviour, customer lifecycle management and experience design principles.
• Experience designing and improving end‑to‑end customer journeys across multiple channels and touchpoints.
• Strong analytical capabilities with the ability to translate customer insights and operational data into actionable improvements.
• Exceptional stakeholder management and influencing skills, with the ability to align teams around customer‑centric outcomes.
• Experience leading cross‑functional programmes and driving change across complex organisations.
• Comfortable operating in fast‑paced, high‑growth environments with evolving priorities.
• Customer‑obsessed, commercially minded and passionate about creating exceptional customer experiences at scale.