Customer Experience & Insights Lead

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 
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.