Customer Journey Manager (x,f,m)

Welcome at DKB Code Factory…. 

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Join DKB Code Factory as a Customer Journey Manager. In this role, you will establish and institutionalize end-to-end Customer Journey Management across retail and business banking. You 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.

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{ your_responsibilities: [

• 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.

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{ following_qualifications_would_be_in_line_with_our_desired_profile_for_this_position: [

• 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!

] } ;