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Your Tasks

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

Your Profile

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

What we offer

  • Flexible working hours

    Room for professional and private challenges - with our flexible working time models, we offer the opportunity to work self-determined. Exactly as it suits life and your current situation.

  • Training offers and allowances

    Lifelong learning is essential for us. Whether on site or digitally. We offer a wide range of further education opportunities - from seminars to part-time studies.

  • Pension scheme

    Well positioned for the future - we offer a company pension scheme and pay regular contributions into a personal pension account depending on the age and income of our employees.

  • Employee discounts

    Products and services at a discount - our employees receive discounts in the fixed network, Internet, mobile communications, TV and Smarthome sectors. Family and friends also benefit from many offers.

About us

About us

The “Consumer Growth” area of Deutsche Telekom Europe’s head office has a strong focus on maximizing commercial performance and putting our customers first. Improving Customer Experience and winning the hearts of more than 60 million customers is what drives the Customer Experience team. We believe in the power of customer feedback as a foundation for a continuous CX improvement. As a “Senior Project Manager Customer Experience” you support our European subsidiaries to achieve their ambitious goal to become CX leaders in their respective markets.



Hervé Serrette

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