Customer Experience Manager

DSV-Gruppe

. Bring together diverse areas of expertise across the organization to create the best customer experiences for the Sparkasse brand and its network .

Posted 9/17/2026full-timeBerlin • GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in designing user-centered customer journeys and optimizing customer experiences through data-driven approaches. Capable of leading interdisciplinary agile projects and developing KPIs to enhance customer satisfaction and conversion rates.

Highest-signal resume keywords

Customer Experience ManagementData-Driven ApproachesProject ManagementUser Experience AnalysisInterdisciplinary Team Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey DesignKPI DevelopmentProcess OptimizationUser Needs AnalysisCampaign Management

Soft Skills

Excellent CommunicationAnalytical ThinkingStrategic ThinkingTeam SpiritAssertiveness

Industry Keywords

Customer CentricityAgile MethodologiesMarket AnalysisUser ExperienceBranding

About the role

Key responsibilities & impact

Bring together diverse areas of expertise across the organization to create the best customer experiences for the Sparkasse brand and its network
Design and model customer journeys and experiences related to customers’ financial lives
Consider the entire digital customer experience, from media-driven acquisition through owned channels to conversion
Identify, optimize, and further develop customer needs and barriers along the customer journey in interdisciplinary agile teams
Develop user-centered customer journeys and advance the integration of communications, services, products, and touchpoints
Develop KPIs together with the team and customers, and increase conversions and customer satisfaction
Monitor the market and competition and incorporate trends, opportunities, and risks into your work
Analyze and report on the user experience and outcomes based on KPIs
Initiate, develop, and provide subject-matter leadership for customer experience projects from conception through implementation, performance evaluation, and optimization
Iteratively refine customer experience management methods
Promote a user- and experience-centric culture within the organization and across the Sparkassen-Finanzgruppe

Requirements

What you’ll need

Completed degree in communications, social sciences, psychology, business, or a comparable qualification
Experience in a similar position, such as CX Manager, UX/UI Researcher, Strategist, Analyst, or management consultant
Experience working with data-driven approaches
Experience providing subject-matter leadership for interdisciplinary, agile projects focused on customer centricity
Experience in project management, analyzing user needs, campaigning, content, branding, media, and process optimization
Excellent communication and presentation skills
Assertiveness and a strong team spirit
Analytical and strategic thinking
Professional expertise spanning the entire process from conception to implementation
High motivation, curiosity, and enthusiasm for creating unique customer experiences

Benefits

Comp & perks

Attractive compensation package, including employer-funded benefits and pension provision, plus various employee benefits
Subsidy for public transport passes
30 days of vacation plus 2 bank holidays (December 24 and 31)
Extensive professional development opportunities
Attractive options for mobile working
Flexible working hours in full-time employment (39 hours) or part-time employment
Modern workplace at one of our locations
Inspiring working atmosphere, relaxed dress code, and friendly colleagues
Trust-based collaboration within a welcoming team with flat hierarchies