Customer Experience Manager*in Kundenservicecenter

The German Pension Insurance Federation is the largest German pension insurance company and thus a cornerstone of social security in Germany. We accompany people all their lives – from start of work to retirement age. 24.2 million insured persons, 10.8 million pensioners and 3.5 million employers rely on us. For the Strategy Customer Service Center staff, we are looking for an Customer Experience Managerin Customer Service Center Location: Berlin-Tegel Date of entry: Immediate Application deadline: 07.02.2026 Call number: 90-027-2025 Employment: Full time (part time is possible in principle) Remuneration: E12 TV EntgO-DRV Activity As a contact person for approximately 33 million insurers and pensioners as well as numerous other external customers, the DRV Bund has the task of comprehensively consulting on issues relating to insurance, rehabilitation and pensions. The Customer Service Center (KSC), with around 1000 employees, was founded at the beginning of the year 2023 and is a service provider and first contact point for service enquiries from external customers. The telephone, written and personal advice and information are provided in accordance with the Social Code. The Strategy staff unit coordinates the development and implementation of the department-specific strategy and has the task of anchoring the topic of customer centering in the department.

Support in the design of an internal and cross-departmental approach to systematic collection and improvement of customer satisfaction Implementation and analysis of qualitative and quantitative customer surveys to measure customer satisfaction and service quality derivation and implementation of concrete measures to improve customer satisfaction and service quality based on the results of customer surveys Support in optimising customer service processes, including in terms of improving existing or introducing new tools Cooperation with cross-border projects related to customer satisfaction/customer service

You have a completed higher education (Bachelor/Diplom FH or an equivalent qualification, for example, specialist) of economics or communication sciences with the focus on service/service management with a multi-year current professional experience or completed vocational training in these areas with a corresponding long-term current professional experience In addition, you have extensive current experiences and knowledge of: qualitative and quantitative data collection and evaluation of the entire customer journey Software and analysis tools for customer surveys Project work with focus on customer centering Collaboration Methods and Platforms optimizing processes Your competencies include: a conceptual and analytical way of thinking as well as a sovereign, strong and binding occurrence a pronounced service and customer orientation and a structured and agilely organized operation

A versatile and demanding activity with the benefits of a large public employer and long-term development opportunities The opportunity to co-design the customer service centre (KSC), implement your own innovative ideas and actively take responsibility A valuable working environment with an open communication culture and space for personal and professional development Attractive working time models as part of service-oriented working hours, leisure opportunities, day-by-day flexible working at home office and a family-friendly working environment Comprehensive support through modern operational health management, including prevention and health promotional offers Further information In order to occupy the position, we will have discussions with applicants who are in the narrower selection. Persons with a severe disability or persons with equal status within the meaning of § 2(2) and 3 of the SGB IX are preferably taken into account with the same suitability. We have set ourselves the goal of promoting women and are particularly pleased with women's applications. We welcome applications from people of all nationalities. .