Create governance frameworks, documentation, best‑practice playbooks, and standardization across 18 countries
Own the Qualtrics platform: backlog management, enhancement roadmap, tech governance, and vendor oversight
Design and optimize customer touchpoints across retail, digital, and care
Lead and scale our global Voice of Customer (VoC) program: surveys, ratings & reviews, detractor handling, dashboards, KPIs, and performance management
Drive change leadership: ensure countries act on customer feedback and embed continuous improvement behaviors
Build and scale CX governance, documentation, and best‑practice playbooks
Support senior leadership with clear, structured decision-making materials, including presentations up to CEO level

Senior-level CX platform ownership experience (Qualtrics or similar)
Deep understanding of VoC programs, NPS, survey design, and customer feedback journeys
Experience working with external tech vendors and managing CX/insights delivery partners
Track record of scaling centralized programs into decentralized environments
Strong governance, documentation, and process‑building skills
Excellent communication; comfortable presenting to senior executives
Structured prioritization and problem-solving mindset

30 days of paid annual leave
Subsidized VBB or Deutschland ticket
Dedicated learning & development budget and weekly learning time + LinkedIn Learning license
Contribution towards your Urban Sports Club membership
Corporate Benefits Platform with employee discounts on a variety of products and services via our benefits platform

Senior Customer Experience Program Manager – Program, Platform

Key skills