VP Customer Experience

Main Tasks

• Lead the global Customer Experience (CX) organization across all business units, brands, functions, and regions
• Drive customer-centric transformation from initial attraction through to retention, loyalty, and customer value generation
• Develop and implement cross-functional CX strategies, programs, and processes to improve satisfaction, NPS, and business outcomes
• Build and lead CX practices including Strategy & Business Design, Experience Design, Program Management, and Digital Engineering
• Establish a unified data and technology foundation for digital customer engagement, personalization, and GenAI-readiness
• Act as the internal ambassador and strategic contact for all CX-related initiatives, ensuring alignment with corporate and BU strategies
• Manage partner ecosystems, budgets, and delivery performance across global CX programs
• Monitor CX performance metrics and drive continuous improvement through insights and innovation

• Education: Master’s degree in business administration, digital transformation, marketing or a related field
• Experience:
  • 10+ years of experience in customer experience, digital marketing, sales, or service in a B2B environment
  • Proven track record of digital transformation leadership and agile project delivery in a global context
  • Strong leadership skills (disciplinary and functional) in international, cross-functional setups
• Skills:
  • Expertise in customer journey management, touchpoint orchestration, and CX performance metrics (e.g., NPS, CLV, CAC)
  • In-depth knowledge of digital customer platforms, marketing automation, and data-driven decision making
  • Familiarity with modern technology architectures (e.g., MACH, API-first, headless systems)
• Language skills: Fluent in English, additional languages are a plus
• Personality:
  • Strong communication and stakeholder management abilities across all hierarchy levels
  • Intercultural competence and experience working in international environments
  • Organized, creative, and motivated with a strong drive for success
  • Ability to interact and operate at the highest levels, including collaboration with C-level executives

Diversity and inclusion are part of our DNA. We only filter for the best talent. We therefore welcome applications from all people regardless of age, gender, origin, ancestry, disability or other legally protected grounds.

• You work with a high degree of autonomy and scope for decision-making
• Performance-related pay and extensive social benefits
• Trust-based working hours (depending on the position) plus 30 days' holiday
• Everyone has talent: our talent management process supports you in your professional development
• In-house company restaurant
• Places at a private daycare centre in the immediate vicinity (both U3 and Ü3 places)
• A modern company pension scheme to supplement your statutory pension insurance
• Additional private health insurance (e.g. supplementary dental insurance) A large number of discounts on our Corporate Benefits Portal (holiday trips, fashion, insurance, etc.). e.g. supplementary dental insurance)
• A large number of discounts in our Corporate Benefits Portal (e.g. on holiday trips, fashion, insurance, etc.)
• Mobility offers: Subsidy for the Deutschlandticket, JobRad leasing and e-charging columns in the free multi-storey car park with the company's own charging tariff