Voice of Customer (VoC) Program Manager (f/d/m)

nextbike; Leipzig; Hybrid; EUR 45.000 - 65.000; Vollzeit

Benefits dieser Stelle

30 days of holiday

Workation options

Monthly SpenditCard

Exclusive shopping deals

Well-being initiatives

Free bike usage

Zusammenfassung

A leading bike-sharing company in Leipzig is seeking a Customer Experience Specialist to design and evolve a scalable Voice of Customer framework. The ideal candidate will analyze customer feedback from multiple channels and partner with cross-functional teams. Candidates should possess a Bachelor's or Master's in Business Administration or Marketing and be fluent in both German and English. The company offers a hybrid work model with excellent benefits including 30 days of holiday and wellness initiatives.

Qualifikationen

• Extensive experience in Voice of Customer, Customer Experience, Customer Insights or related roles.
• Proven experience designing and running a VoC Program end-to-end.
• Experience in mobility, marketplaces, SaaS or consumer app-based business is a plus.

Aufgaben

• Design a scalable Voice of Customer framework for bike-sharing.
• Analyze customer feedback from various channels.
• Drive teams in implementing VoC-driven initiatives.

Kenntnisse

Fluent in German and English

Strong analytical skills

Agile project management

Customer empathy

Cross-functional collaboration

Ausbildung

Bachelor’s or Master’s degree in Business Administration, Marketing or related field

Jobbeschreibung

Your mission

• You design and continuously evolve a scalable Voice of Customer framework tailored to a multi-city, bike-sharing environment
• You define how, when and where customer feedback is collected across the rider lifecycle (onboarding, rides, payments, issues, churn etc.)
• You analyze customer feedback from support interactions, survey, app signals and operational data
• You translate insights into clear, prioritized recommendations with defined business impact
• You partner with Product, Operations, Marketing and Customer Support
• You drive teams in implementing VoC driven initiatives and track outcomes
• You own the VoC tool stack
• You ensure data quality, consistency and accessibility
• You report progress to leadership

Your profile

• You hold a Bachelor’s or Master’s degree in Business Administration, Marketing or a related field.
• You are fluent in German and English, written & spoken
• You bring extensive experience in Voice of Customer, Customer Experience, Customer Insights or related roles
• You have proven experience designing and running a VoC Program end-to-end
• You demonstrated experience applying agile project management and design thinking in cross-functional environments
• You bring strong analytical skills with the ability to link customer feedback/data to operational and commercial KPI
• You are used to work cross-functional in product-led organizations
• You have deep customer empathy paired with pragmatic business judgment
• You are able to influence decisions and drive change
• It's a strong plus if you have already experience in mobility, marketplaces, SaaS or consumer app-based business

Benefits

• Make an impact: Work on projects that have a real impact – for you and those around you.
• Work-life balance: Enjoy flexibility and culture: Work hybrid with focus time in the FlexOffice and at least two days of co-working at HQ. Fancy a change of scenery? Take up to 4 weeks of workation per year in another EU country.
• Time to recharge: 30 days of holiday for your well-deserved rest. For a longer break, we offer the option of a sabbatical.
• Cash on top: Your monthly SpenditCard for that extra boost when shopping.
• VIP shopping: Exclusive deals and discounts on various brands through our corporate benefits network.
• Body & Mind: We invest in your well-being (workshops, health checks & more).
• Team spirit: We embrace flat hierarchies and a culture where every voice counts.
• Global vibes: Work with colleagues from all over the world.
• Nextbike for free: Grab a bike and stay flexible.

About Us

nextbike is the market leader in bike sharing and a long-standing partner for public transport operators and municipalities across Europe. With over 20 years of experience and over 300 locations in more than 20 countries, we create mobility services designed for everyone. Our mission is to sustainably move people as an integrated part of public transportation. We dedicate ourselves to this every day - with passion, enthusiasm, and authenticity. Our team of over 500 employees is continuously growing to achieve our international expansion goals.

We actively promote diversity and equal opportunities — everyone is welcome here. Great things can only be achieved together, which is why we treat one another as equals, with respect and appreciation, regardless of gender, background, position, or perspective. More important to us than your résumé are your skills, your personality, and your willingness to take on responsibility.

We look forward to receiving your application and are committed to creating an environment where everyone feels comfortable and can realize their full potential. If you’d like to be part of a company that is actively shaping the future of mobility in Europe, apply now and bring in your ideas and expertise!

Get a first impression of your future colleagues on our careers page:

nextbike.net/en/career/