CGM
Knowledge Quality Lead(m/w/x)
Full-timeWith HomeofficeExperienced
Koblenz
New Job?Nejo!
Your personal AI career agent
CGCGM
Customer Journey Owner(m/w/x)
Koblenz
Full-timeWith Home OfficeExperienced
AI/ML
Nejo AI Summary
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.
Requirements
- 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
Tasks
- 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
Work Experience
- approx. 1 - 4 years
Education
- Bachelor's degree
Languages
- English – Business Fluent
Tools & Technologies
- Salesforce
- ServiceNow
- Zendesk
- Freshdesk
- CX platforms
- Self-service architectures
- Customer portals
- Workflow tools
- AI
Benefits
Flexible Working
- Flexible work from home
Other Benefits
- On-site work
Modern Office
- Fully equipped workspaces
Team Events
- Summer parties
- Christmas celebrations
Learning & Development
- In-house academy
- External training partners
Free or Subsidized Food
- Daily healthy meals
Healthcare & Fitness
- Fully equipped gym
- Weekly gym classes
Childcare
- Daycare center
Corporate Discounts
- Corporate benefits
Company Bike
- Job bike option
Retirement Plans
- Company pension schemes
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of CGM and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
Not a perfect match?
- CGM
Manager - AI Enabled Customer Support(m/w/x)
Full-timeWith HomeofficeManagementKoblenz - CGM
Change Enablement Lead(m/w/x)
Full-timeWith HomeofficeExperiencedKoblenz - CGM
Vice President Customer Success Management(m/w/x)
Full-timeWith HomeofficeSeniorKoblenz - CGM
Data Warehouse & Data Intelligence Lead(m/w/x)
Full-timeWith HomeofficeExperiencedKoblenz
CGCGM
Customer Journey Owner(m/w/x)
Koblenz
Full-timeWith Home OfficeExperienced
AI/ML
Nejo AI Summary
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.
Requirements
- 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
Tasks
- 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
Work Experience
- approx. 1 - 4 years
Education
- Bachelor's degree
Languages
- English – Business Fluent
Tools & Technologies
- Salesforce
- ServiceNow
- Zendesk
- Freshdesk
- CX platforms
- Self-service architectures
- Customer portals
- Workflow tools
- AI
Benefits
Flexible Working
- Flexible work from home
Other Benefits
- On-site work
Modern Office
- Fully equipped workspaces
Team Events
- Summer parties
- Christmas celebrations
Learning & Development
- In-house academy
- External training partners
Free or Subsidized Food
- Daily healthy meals
Healthcare & Fitness
- Fully equipped gym
- Weekly gym classes
Childcare
- Daycare center
Corporate Discounts
- Corporate benefits
Company Bike
- Job bike option
Retirement Plans
- Company pension schemes
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of CGM and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
About the Company
CGM
Industry
Healthcare
Description
Das Unternehmen ist ein führendes Unternehmen im Bereich Softwarelösungen für das Gesundheitswesen und beschäftigt über 9.000 Mitarbeitende.
Not a perfect match?
- CGM
Knowledge Quality Lead(m/w/x)
Full-timeWith HomeofficeExperiencedKoblenz - CGM
Manager - AI Enabled Customer Support(m/w/x)
Full-timeWith HomeofficeManagementKoblenz - CGM
Change Enablement Lead(m/w/x)
Full-timeWith HomeofficeExperiencedKoblenz - CGM
Vice President Customer Success Management(m/w/x)
Full-timeWith HomeofficeSeniorKoblenz - CGM
Data Warehouse & Data Intelligence Lead(m/w/x)
Full-timeWith HomeofficeExperiencedKoblenz