Senior Specialist Customer Journey im SaaS Business (m/w/d)

Responsibilities

We are representing a confidential SaaS organization in Germany that is looking for a Senior Specialist Customer Journey to help them better understand how customers move through onboarding, service, and support touchpoints. In this role, you will:

• Analyze customer journeys and identify optimization opportunities across the entire customer lifecycle
• Use data and customer feedback to drive measurable improvements
• Develop scalable customer experiences that support growth
• Define KPIs and derive concrete actions from performance metrics
• Collaborate closely with Customer Success, Service, Sales, Marketing, and Product teams
• Support automation of processes and customer touchpoints
• Coordinate cross-functional initiatives and bring diverse teams together

What We're Looking For

Our talent team is seeking candidates with:

• Proven multi-year experience in a Customer Journey role within Customer Success, Customer Support, Customer Experience, or Professional Services at a SaaS company or comparable subscription business
• Demonstrated experience building, developing, or optimizing customer journeys within a larger customer service or customer support organization
• Strong project management competency and experience managing complex initiatives
• Ability to coordinate cross-functional stakeholders, influence others, and successfully implement shared goals
• Confident working with data, analytics, and KPIs to derive concrete actions
• Experience with Salesforce, Tableau, or comparable tools
• Strong analytical skills with the ability to recognize patterns and derive actionable insights
• Excellent communication skills and ability to align diverse interests
• Self-driven approach with customer-focused mindset
• Fluency in German is required for this position

Nice to have but not required:

• Experience with AI-supported solutions or automation
• Knowledge of methodologies for analyzing and optimizing customer journeys

How We Work with You

When you apply through Get A Job.ai, one of our recruiters will screen your application and discuss the opportunity with you in detail. If there's a strong match, we will submit your profile to our client for consideration. Please do not contact the client directly—we manage the entire process to ensure the best outcome for all parties.

Pay

Compensation details will be discussed during the screening process with our recruiting team.

The client offers excellent benefits including flexible wellness subsidies, mental health support, professional development through learning platforms, stock purchase programs, retirement planning, and 30 days of annual leave.

Equal Employment Opportunity: Get A Job.ai is committed to inclusive hiring practices and welcomes applications from all qualified candidates regardless of background.