CGM
Knowledge Quality Lead(m/w/x)
Vollzeitmit HomeofficeBerufserfahren
Koblenz
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CGCGM
Customer Journey Owner(m/w/x)
Koblenz
Vollzeitmit HomeofficeBerufserfahren
AI/ML
Nejo KI-Zusammenfassung
Optimizing AI-driven healthcare software customer journeys from intake to resolution. CX platform and data analytics experience required. Flexible work from home, on-site options.
Anforderungen
- Several years of experience in customer experience, service design, customer operations, or comparable field (software, SaaS, IT services context)
- Excellent academic background, preferably from a leading university (business administration, business psychology, business informatics, service design, or comparable)
- Strong passion for customer satisfaction and understanding of translating customer experience into operational improvements
- Experience with CX platforms, self-service architectures, customer portals, or workflow tools (Salesforce, ServiceNow, Zendesk, Freshdesk, or comparable)
- Data-driven working style and ability to use journey analytics, NPS feedback, and support data for prioritization and optimization
- Strong process-oriented thinking from customer perspective, with affinity for automation, standardization, and scalable service excellence
- Recognition of AI power in eHealth, desire to shape change, and passion to understand how technology makes healthcare smarter, simpler, better
Aufgaben
- Own the end-to-end customer journey in support and service
- Manage customer experience from first contact to final resolution
- Analyze the entire customer journey, including intake, routing, processing, resolution, and feedback
- Systematically analyze friction points in the customer journey
- Drive improvements based on data
- Leverage tools, standards, and automation to increase customer satisfaction
- Steer and continuously improve key CX metrics
- Achieve an NPS target of +45
- Achieve an early resolution rate of over 80%
- Reduce repeat contacts by 30%
- Select, configure, and optimize customer journey tools
- Manage customer portals and self-service solutions
- Optimize routing logic and feedback systems
- Identify friction points to eliminate causes of waiting times, escalations, or recurring contacts
- Design self-service and deflection mechanisms
- Guide customers to solutions quickly and clearly
- Reduce manual effort through self-service
- Coordinate rollout of new journey standards, processes, and tools across 19 countries
- Ensure sustainable adoption of new standards, processes, and tools
Berufserfahrung
- ca. 1 - 4 Jahre
Ausbildung
- Bachelor-Abschluss
Sprachen
- Englisch – verhandlungssicher
Tools & Technologien
- Salesforce
- ServiceNow
- Zendesk
- Freshdesk
- CX platforms
- Self-service architectures
- Customer portals
- Workflow tools
- AI
Benefits
Flexibles Arbeiten
- Flexible work from home
Sonstige Vorteile
- On-site work
Modernes Büro
- Fully equipped workspaces
Team Events & Ausflüge
- Summer parties
- Christmas celebrations
Weiterbildungsangebote
- In-house academy
- External training partners
Gratis oder Vergünstigte Mahlzeiten
- Daily healthy meals
Gesundheits- & Fitnessangebote
- Fully equipped gym
- Weekly gym classes
Kinderbetreuung
- Daycare center
Mitarbeiterrabatte
- Corporate benefits
Firmenfahrrad
- Job bike option
Betriebliche Altersvorsorge
- Company pension schemes
Die Originalanzeige dieses Stellenangebotes in der aktuellsten Version findest du hier. Nejo hat diesen Job automatisch von der Website des Unternehmens CGM erfasst und die Informationen auf Nejo mit Hilfe von KI für dich aufbereitet. Trotz sorgfältiger Analyse können einzelne Informationen unvollständig oder ungenau sein. Bitte prüfe immer alle Angaben in der Originalanzeige! Inhalte und Urheberrechte der Originalanzeige liegen beim ausschreibenden Unternehmen.
Noch nicht perfekt?
- CGM
Manager - AI Enabled Customer Support(m/w/x)
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Change Enablement Lead(m/w/x)
Vollzeitmit HomeofficeBerufserfahrenKoblenz - CGM
Vice President Customer Success Management(m/w/x)
Vollzeitmit HomeofficeSeniorKoblenz - CGM
Data Warehouse & Data Intelligence Lead(m/w/x)
Vollzeitmit HomeofficeBerufserfahrenKoblenz
CGCGM
Customer Journey Owner(m/w/x)
Koblenz
Vollzeitmit HomeofficeBerufserfahren
AI/ML
Nejo KI-Zusammenfassung
Optimizing AI-driven healthcare software customer journeys from intake to resolution. CX platform and data analytics experience required. Flexible work from home, on-site options.
Anforderungen
- Several years of experience in customer experience, service design, customer operations, or comparable field (software, SaaS, IT services context)
- Excellent academic background, preferably from a leading university (business administration, business psychology, business informatics, service design, or comparable)
- Strong passion for customer satisfaction and understanding of translating customer experience into operational improvements
- Experience with CX platforms, self-service architectures, customer portals, or workflow tools (Salesforce, ServiceNow, Zendesk, Freshdesk, or comparable)
- Data-driven working style and ability to use journey analytics, NPS feedback, and support data for prioritization and optimization
- Strong process-oriented thinking from customer perspective, with affinity for automation, standardization, and scalable service excellence
- Recognition of AI power in eHealth, desire to shape change, and passion to understand how technology makes healthcare smarter, simpler, better
Aufgaben
- Own the end-to-end customer journey in support and service
- Manage customer experience from first contact to final resolution
- Analyze the entire customer journey, including intake, routing, processing, resolution, and feedback
- Systematically analyze friction points in the customer journey
- Drive improvements based on data
- Leverage tools, standards, and automation to increase customer satisfaction
- Steer and continuously improve key CX metrics
- Achieve an NPS target of +45
- Achieve an early resolution rate of over 80%
- Reduce repeat contacts by 30%
- Select, configure, and optimize customer journey tools
- Manage customer portals and self-service solutions
- Optimize routing logic and feedback systems
- Identify friction points to eliminate causes of waiting times, escalations, or recurring contacts
- Design self-service and deflection mechanisms
- Guide customers to solutions quickly and clearly
- Reduce manual effort through self-service
- Coordinate rollout of new journey standards, processes, and tools across 19 countries
- Ensure sustainable adoption of new standards, processes, and tools
Berufserfahrung
- ca. 1 - 4 Jahre
Ausbildung
- Bachelor-Abschluss
Sprachen
- Englisch – verhandlungssicher
Tools & Technologien
- Salesforce
- ServiceNow
- Zendesk
- Freshdesk
- CX platforms
- Self-service architectures
- Customer portals
- Workflow tools
- AI
Benefits
Flexibles Arbeiten
- Flexible work from home
Sonstige Vorteile
- On-site work
Modernes Büro
- Fully equipped workspaces
Team Events & Ausflüge
- Summer parties
- Christmas celebrations
Weiterbildungsangebote
- In-house academy
- External training partners
Gratis oder Vergünstigte Mahlzeiten
- Daily healthy meals
Gesundheits- & Fitnessangebote
- Fully equipped gym
- Weekly gym classes
Kinderbetreuung
- Daycare center
Mitarbeiterrabatte
- Corporate benefits
Firmenfahrrad
- Job bike option
Betriebliche Altersvorsorge
- Company pension schemes
Die Originalanzeige dieses Stellenangebotes in der aktuellsten Version findest du hier. Nejo hat diesen Job automatisch von der Website des Unternehmens CGM erfasst und die Informationen auf Nejo mit Hilfe von KI für dich aufbereitet. Trotz sorgfältiger Analyse können einzelne Informationen unvollständig oder ungenau sein. Bitte prüfe immer alle Angaben in der Originalanzeige! Inhalte und Urheberrechte der Originalanzeige liegen beim ausschreibenden Unternehmen.
Über das Unternehmen
CGM
Branche
Healthcare
Beschreibung
Das Unternehmen ist ein führendes Unternehmen im Bereich Softwarelösungen für das Gesundheitswesen und beschäftigt über 9.000 Mitarbeitende.
Noch nicht perfekt?
- CGM
Knowledge Quality Lead(m/w/x)
Vollzeitmit HomeofficeBerufserfahrenKoblenz - CGM
Manager - AI Enabled Customer Support(m/w/x)
Vollzeitmit HomeofficeManagementKoblenz - CGM
Change Enablement Lead(m/w/x)
Vollzeitmit HomeofficeBerufserfahrenKoblenz - CGM
Vice President Customer Success Management(m/w/x)
Vollzeitmit HomeofficeSeniorKoblenz - CGM
Data Warehouse & Data Intelligence Lead(m/w/x)
Vollzeitmit HomeofficeBerufserfahrenKoblenz