Customer Experience & Insights Lead (m|w|d)

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Voith Group is seeking a Customer Experience & Insights Lead (m|w|d) to shape its global CX framework from Heidenheim or another Voith location. You will define KPIs, own Voice-of-Customer systems, analyze journeys, and translate insights into CRM, process and sales behavior improvements while partnering with Sales, Service and Marketing. The role has a strong AI and data focus, applying sentiment analysis to unstructured feedback, developing predictive indicators for satisfaction and churn, and optimizing touchpoints. Ideal candidates have a degree in Marketing, Business or Behavioral Sciences, proven VOC or CX analytics experience, strong cross functional collaboration, and English fluency with German desirable. Tips: tailor your CV to show measurable CX outcomes, highlight AI and analytics tools, and illustrate stakeholder influence; apply via the web portal.

About the Voith Group

The Voith Group is a global technology company. With its broad portfolio of systems, products, services and digital applications, Voith sets standards in the markets of energy, paper, raw materials and transport & automotive. Founded in 1867, the company today has around 20,700 employees, sales of € 4.8 billion and locations in over 60 countries worldwide and is thus one of the larger family-owned companies in Europe.

Support the Voith Group | Group Division Corporate Functions & Services as a

Customer Experience & Insights Lead (m|w|d) 
Job ID 78496 | Location Heidenheim or at any other Voith location
 

Your Tasks

• Define the global customer experience framework and KPIs.
• Own Voice-of-Customer systems (e.g. NPS, surveys, feedback loops).
• Analyze customer journeys and identify improvement opportunities.
• Translate CX insights into CRM, process, and behavior changes.
• Partner with sales, service, and marketing on CX initiatives.
• AI & data focus:
  • Apply AI to analyze customer sentiment and unstructured feedback (including additional customer data, e.g. behavioral data).
  • Develop predictive indicators for satisfaction and churn.
  • Use AI to optimize customer journeys and touchpoints.

Your Profile

• Degree in Marketing, Business Administration, Behavioral Science, or similar.
• Experience in customer experience / Voice-of-Customer programs, or customer insights or related field
• Strong knowledge of CX metrics (NPS, CES, CSAT), journey mapping, and feedback systems.
• Analytical capabilities incl. deriving insights from qualitative and quantitative data.
• Experience with sentiment analysis, customer analytics, or AI‑based feedback tools beneficial.
• Ability to translate insights into concrete actions for CRM, processes, or sales behaviors.
• Strong cross-functional collaboration skills with Sales, Service, and Marketing.
• Storytelling and communication strength to influence change across Group Divisions, regions and stakeholder groups.
• Fluent in English, German language proficiency is desirable.