As “Senior Project Manager Customer Experience” you manage cross-functional strategic projects, steer CX performance and consult the subsidiaries in their CX transformation process.

• You contribute to the further development of our EU Customer Experience Strategy and the implementation our CX program (NPS system)
• You consult our subsidiaries in their CX transformation process, e.g. by challenging status quo, current performance & processes as well as proposing new initiatives
• You conduct deep dives to analyze CX performance and you prepare presentations with actionable insights for our top management
• You are responsible for selected markets and provide a holistic view on their performance and activities towards top management
• You regularly benchmark CX KPIs, put them into business context and develop concepts and actionable insights on how to optimize customer experience
• You initiate process enhancements of our program and data platform
• You stay ahead of cross-industry trends, provide thought leadership in improving customer experience and proactively facilitate best practice exchange within our international CX community

You have an excellent degree in business administration (with a focus on Marketing) or a comparable qualification and have at least 7 years’ years of professional experience in the fields of Marketing, Strategy and/or Customer Experience. Consulting background advantageous. You also have the following knowledge and skills:

• Excellent experience in managing strategic and cross-functional projects
• Ability to analyze complex topics, translate findings into actionable insights, and prepare Top Management presentations with clear recommendations
• Expertise in customer experience management (ideally in implementing the NPS System and closed loop feedback routines) and customer feedback survey methods advantageous
• Understanding of Telco business models (mobile, fix and TV) advantageous
• Ability to think strategically and work in a conceptual and structured way
• Proactive and result orientated working approach, sense of responsibility
• Customer-centric mindset and strong team orientation
• Excellent presentation and communication skills in English
• Willingness to occasionally travel within the DT Europe Footprint