Customer Journey Architect (m/f/d)

About us

Whether it is attention to the detail of two perfectly interlocking gears or the enthusiasm with new technology to change the customer's world -everyone has its own drive. Nevertheless, we all have a desire to make Cancer diagnoses more reliable and faster, whether from personal experience or simple devotion to the underlying technology. Every day one step closer to our goal.

Your tasks

  • Analyze the customer perception of our brand and our products along the entire customer journey (first perception to active advocacy)
  • Act as an owner of the experience journey, define it and create a workflow / information flow model
  • Evaluate and optimize existing structures and processes, consult and support in the optimization of flows and touch point experiences
  • Actively support the implementation of insights into communication, touch point and service concepts in cooperation with relevant internal stakeholders
  • Compile and provide extensive information on personas, updates in customer experience, closely working with and leveraging target-group relevant insights from all relevant stakeholders, especially Market & Customer Intelligence, Sales and Customer Relationship Managers.
  • Prepare summaries and presentations of market & customer research findings and develop action-oriented recommendations based on existing results
  • Structure and align processes between departments and different stakeholders focusing on customer journey and needs, keeping the processes, especially briefings and the decision making process, smart and lean
  • Bring deep knowledge about the main touch points and entry points – in terms of both content as well as technical requirements and audience
  • Give guidance in the prioritization of touch points and channels for the establishment of content marketing strategies and new content creation projects acts as a sparring partner to Content Creation and Content Distribution (perspectively also Communications/PR) in planning content strategies, new content formats, seeding, placement and direct distribution across all channels
  • Contribute significantly to a consistent and active customer-centric corporate culture

Requirements

  • Understanding Customer Experience as central part of inbound marketing
  • Clear Understanding of target groups and experience with the creation of personas that are reflecting our target group and clear understanding of complex needs and behavior; ability to deduce of touch point strategies and both build and visualize complex touch point architecture maps
  • Identification of specific content and personalized offers
  • Experienced with webtracking technologies to analyze customer behavior and relevant statistics as well as translation into omnichannel customer journeys
  • In-depth experience with customer segmentation and inbound marketing
  • Profound knowledge of the special requirements of all paid, owned and earned touch points across the customer journey like classical ATL and BTL touch points, digital touch points, PR, Influencer Marketing, Social Media, CRM & Event/Tradeshow.
  • data-driven mindset, ability to visualize data and processes, provide concise information
  • project management skills (experience with agile desirable)
  • outstanding communication skills in German and English

Why inveox?

  • To the Top: At inveox, we don't see our employees as resources, but as talents! That's why we offer you many opportunities for personal and professional development
  • Work-Life-Harmony: We support you in achieving the best performance through flexible working time models, home office options and MVV-ticket or BahnCard
  • Meet & Mentor: At inveox you work together with experienced experts, have the opportunity to meet renowned industry experts and receive an introduction to the German start-up community
  • Learn & Grow: In addition to support within and outside your team, you will receive regular feedback and personal coaching as well as methodical and practical training to promote your professional growth
  • Team Spirit: Enjoy daily team lunches and barbecues in the warm months, poker evenings, a Christmas and summer party and lots of team events