Gather, validate, and manage CSAT and NPS data from surveys, CRM systems, and feedback tools.
Analyse performance trends and assess customer satisfaction and loyalty levels.
Build dashboards and reports to monitor progress against targets.
Present insights and recommendations to senior leadership.
Collect and interpret customer feedback and behavioural data.
Use advanced analytics to identify trends shaping the customer journey.
Collaborate with product, operations, and service teams to deliver meaningful, data‑driven improvements.
Develop and execute customer experience strategies aligned with business goals.
Lead initiatives to elevate service quality and reduce complaint volumes.
Benchmark performance against industry standards.
Act as the voice of the customer across the organisation.
Work with cross‑functional teams to embed customer‑centric processes.
Deliver clear reporting, updates, and insights to key stakeholders.
Build understanding of KARL STORZ products, solutions, and services.
Support wider business needs through ad hoc responsibilities.
Oversee effective and timely resolution of customer complaints.
Manage escalation processes to ensure prompt action.
Identify root causes and prevent recurring issues.

Customer Experience Manager – m/f/d

Key skills