Customer Experience & Insights Lead

J.M. Voith SE & Co. KG Germany
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Job Description

 

Über die Voith Group

Die Voith Group ist ein weltweit agierender Technologiekonzern. Mit seinem breiten Portfolio aus Anlagen, Produkten, Serviceleistungen und digitalen Anwendungen setzt Voith Maßstäbe in den Märkten Energie, Papier, Rohstoffe und Transport & Automotive. Gegründet 1867 ist Voith heute mit rund 20.700 Mitarbeitenden, 4,8 Milliarden Euro Umsatz und Standorten in über 60 Ländern der Welt eines der großen Familienunternehmen Europas.

 

Support the Voith Group | Group Division Corporate Functions & Services as a
 

Customer Experience & Insights Lead
Job ID 78496 | Location Heidenheim or at any other Voith location

Your Tasks

  • Define the global customer experience framework and KPIs.

  • Own Voice-of-Customer systems (e.g. NPS, surveys, feedback loops).

  • Analyze customer journeys and identify improvement opportunities.

  • Translate CX insights into CRM, process, and behavior changes.

  • Partner with sales, service, and marketing on CX initiatives.

  • AI & data focus:

    • Apply AI to analyze customer sentiment and unstructured feedback (including additional customer data, e.g. behavioral data).
    • Develop predictive indicators for satisfaction and churn.
    • Use AI to optimize customer journeys and touchpoints.

 

Your Profile

  • Degree in Marketing, Business Administration, Behavioral Science, or similar.
  • Experience in customer experience / Voice-of-Customer programs, or customer insights or related field
  • Strong knowledge of CX metrics (NPS, CES, CSAT), journey mapping, and feedback systems.
  • Analytical capabilities incl. deriving insights from qualitative and quantitative data.
  • Experience with sentiment analysis, customer analytics, or AI‑based feedback tools beneficial.
  • Ability to translate insights into concrete actions for CRM, processes, or sales behaviors.
  • Strong cross-functional collaboration skills with Sales, Service, and Marketing.
  • Storytelling and communication strength to influence change across Group Divisions, regions and stakeholder groups.
  • Fluent in English, German language proficiency is desirable.

 

We offer you an international working environment with an open and inclusive company culture. In addition, you can expect flexible working models, sustainable development opportunities and various offers for the compatibility of family and career as well as health and well-being.

 

Apply now via our web portal.

Find more details about the application process.

 

The J.M. Voith SE & Co. KG | VZ is looking forward to your application! 

 

Your personal contact
J.M. Voith SE & Co. KG | VZS

Global Business Services HR EMEA
Talent Acquisition Team • Selin Djini • Tel. +49 7321 373985 

 

voith.com/career

Job ID 78496

  • Voith.com

  • Imprint

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