Head of Customer Experience – Operational Management Customer Service (m/f/d)

You take over the overall responsibility for the operational management of the telephone customer advice and for the management of service providers, including the technical processes in the field of expertise. You are responsible for the management and personnel development in the field. You conduct sector-wide control formats, Jour fixes and cross-disciplinary meetings and coordinate the strategic exchange in the leadership team. You design the strategic development of the customer experience department based on market, customer and technology developments. To do this, you can use trends and implement innovative concepts for optimising customer consulting and interactions. You are responsible for the further development of the technological infrastructure in the field of customer experience, including routing logics, channel connections and self-service solutions. You measure and monitor customer satisfaction, derive measures to improve service quality, efficiency and effect and implement them. You transmit the strategic target images of the management to operational measures and define specific milestones for achieving the goal.

You have completed a Master's or Diploma Programme in the field of Business Administration, Psychology, Social Sciences or comparable, or bring an equivalent qualification in the appropriate field. Alternatively, you have the necessary knowledge to work at this level through comprehensive practical experience and specific expertise. You bring experience in employee management and management development. You have well-founded expertise in process optimization, customer service and in the control of technical processes and service providers. A high degree of responsibility, customer orientation and innovation orientation are of course for you. You convince with strong communicative skills, as well as persuasiveness in exchange with executives, employees and stakeholders. You like to work conceptually, think strategically and have a high degree of analytical skills. You are open to occasional visits to workshops and events.

Benefit from fair remuneration – according to the collective agreement for the employees of the Deutsche Bundespost (TV Ang), including Christmas and holiday money. Ensure your future – with an employee-funded, attractive occupational pension (claim after three years of service). Grow with us – through targeted professional and personal training opportunities. Design your working day flexibly – with extensive Germany-wide home office options. Enjoy generous leisure arrangements – with 30 days of vacation, up to 12 days per year as well as work-free days on Christmas Eve and New Year's Eve. Combine work and private life – thanks to family-friendly working hours, a grant to child care costs and care support. Stay healthy with ever new offers and actions around physical and mental health. Benefit from employee benefits – such as an ÖPNV grant, employee rebates and the possibility of e-bike leasing. Experience diversity and equal opportunities in a positive environment – we stand for fairness, equality and an open, value-adding relationship. Take an active part – and participate in the future of PBeaKK in exciting projects. The PBeaKK ensures the professional equality of all sexes. Senior Consultant (m/w/d) In principle, the job is also suitable for parttime employment. .