Customer Journey Manager (x,f,m)

Welcome at DKB Code Factory.

aplacetostayyourself:

;

aplacetostaycurious:

Join DKB Code Factory as a Customer Journey this role you will establish and institutionalize end-to-end Customer Journey Management across retail and business will create transparency across silos define ownership structures and turn complex journeys into structured actionable improvement roadmaps. This role is about building a sustainable capability not delivering isolated projects. Your work will ensure that customer experience improvements are aligned with measurable business outcomes and embedded in how decisions are made across the organization.

;

yourresponsibilities:

• Build and institutionalize end-to-end journey mapping across priority retail and business journeys.
• Facilitate cross-functional workshops with Product UX Operations Tech and Data to create shared understanding and alignment.
• Conduct qualitative customer journey interviews and translate insights into structured artifacts and improvement hypotheses.
• Define and implement journey mapping standards templates and governance structures.
• Identify and structure key Moments of Truth across priority journeys.
• Enable and formalize Journey Ownership for core journeys.
• Co-develop and align improvement initiatives with Product and Operations.
• Embed journey documentation as the default reference point for cross-functional initiatives and decision-making.
• Contribute to measurable improvements in defined journey KPIs.

;

followingqualificationswouldbeinlinewithourdesiredprofileforthisposition:

• You have extensive experience in Service Design Customer Experience or Customer Journey Management.
• You are a strong systems thinker and you have the ability to structure complex end-to-end processes beyond individual touchpoints.
• You have proven experience facilitating cross-functional workshops and aligning senior stakeholders.
• You are able to translate qualitative insights into clear structured and actionable outputs.
• You have experience in building frameworks or capabilities from the ground up.
• You are a clear and confident communicater across Product Design Tech and Operations.
• You are comfortable operating in ambiguous environments and driving topics independently.
• You have excellent skills in presenting facilitating workshops and aligning diverse stakeholders in both German and English.
• Bonus: You have experience in regulated environments such as banking or fintech.
• Bonus: You are familiar with journey mapping tools and agile collaboration environments.
• You are passionate about your work but also know how to enjoy your free time!

;