Job Description

Customer Journey & Lifecycle Lead

慕尼黑

社招

全职

职位 ID：A188823

职位描述

Responsibilities:
• Define and continuously evolve the end-to-end customer journey across direct, agency and distributor channels.
• Establish customer journey standards, key customer moments and experience principles across every stage of the lifecycle.
• Identify customer friction points and lead cross-functional initiatives that improve conversion, satisfaction and operational effectiveness.
• Own customer lifecycle communication strategy, ensuring communications are timely, relevant, accurate and aligned to operational reality.
• Lead the development of customer education programmes that improve understanding, confidence and engagement throughout the ownership journey.
• Establish customer feedback mechanisms and voice-of-customer frameworks to identify opportunities for improvement.
• Partner with functional teams to ensure customer journey considerations are embedded into processes, systems and business decisions.
• Act as the central advocate for the customer, translating customer insights into strategic recommendations and business improvements.

职位要求

What we're looking for:
• Proven experience leading customer journey, customer experience, lifecycle marketing, customer operations or service design functions.
• Strong understanding of customer behaviour, customer lifecycle management and experience design principles.
• Experience designing and improving end-to-end customer journeys across multiple channels and touchpoints.
• Strong analytical capabilities with the ability to translate customer insights and operational data into actionable improvements.
• Exceptional stakeholder management and influencing skills, with the ability to align teams around customer-centric outcomes.
• Experience leading cross-functional programmes and driving change across complex organisations.
• Comfortable operating in fast-paced, high-growth environments with evolving priorities.
• Customer-obsessed, commercially minded and passionate about creating exceptional customer experiences at scale

投递

About Xiaomi Technology

Xiaomi Corporation was founded in April 2010 and listed on the Main Board of the Hong Kong Stock Exchange on July 9, 2018 (1810.HK). Xiaomi is a consumer electronics and smart manufacturing company with smartphones and smart hardware connected by an IoT platform at its core.

Embracing our vision of “Make friends with users and be the coolest company in the users’ hearts”, Xiaomi continuously pursues innovations, high-quality user experience and operational efficiency. The company relentlessly builds amazing products with honest prices to let everyone in the world enjoy a better life through innovative technology.

Xiaomi is one of the world's leading smartphone companies. The company has also established the world’s leading consumer AIoT (AI+IoT) platform,reached 558 million smart devices connected to its platform (excluding smartphones,laptops and tablets) as of September 30 2022. Xiaomi products are present in more than 100 countries and regions around the world. In August 2022, Xiaomi was included in the Fortune Global 500 list for the fourth year in a row, ranking 266th. The company is the fastest-rising Chinese technology conglomerate during the four-year period.

Xiaomi is a constituent of the Hang Seng Index, Hang Seng China Enterprises Index, Hang Seng TECH Index and Hang Seng China 50 Index.

Industry

IT & Software

Company Size

10,000+ employees

Headquarters

Beijing, CN

Year Founded

2010

Website

xiaomi.com

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