CX Strategy Manager (m/f/d)

CX Strategy Manager (m/f/d)

NEW cares – about the wishes of its customers, but also about you and your career. As a municipal service provider, we combine a wide range of services under one roof: energy supply, drinking water and wastewater, leisure facilities, swimming fun and public transport. The NEW Group has more than 2,200 employees. And the region counts on us – as a strong employer in the Lower Rhine region. With a job at the NEW Group, you will not only improve the quality of life in our home region, but also your career.
NEW AG combines the classic cross-divisional functions such as finance, IT, HR, legal, corporate development, real estate management, controlling and corporate communications. Within the NEW Group in Mönchengladbach and Viersen, we also ensure the professional maintenance of the sewer network and guarantee the environmentally friendly disposal of wastewater.
As a central organizational unit within the NEW Group, we continue to develop the Group-wide customer experience strategy. Together with the various business divisions, we ensure a consistent and inspiring brand and customer experience for all NEW customers. In close cooperation with the specialist departments, the aim is to identify opportunities to continuously increase customer satisfaction, support the implementation of cross-divisional CX measures and promote a culture of strong customer centricity at NEW.

• You will consistently develop NEW’s Group-wide CX strategy – with the aim of ensuring a consistent and measurable customer-centric focus across all business areas.
• You derive strategic CX fields of action, evaluate their economic and operational relevance and synchronize them with other company-wide initiatives.
• You define specific CX goals in close coordination with business units and specialist departments, anchor them in the organization in a sustainable manner and ensure that they are achieved throughout the financial year.
• You are responsible for identifying, prioritizing and managing cross-divisional CX measures in the NEW Group – based on customer feedback, market developments, strategic target images and CX key figures.
• You structure and coordinate central CX committees with top stakeholders from the Executive Board and management and act as a driving force and sparring partner for strategic decisions.
• You actively shape the internal transformation towards a customer-centric organization and contribute your expertise to communication planning.

• You have successfully completed a degree in economics, industrial engineering or a comparable subject.
• You have at least five years of relevant professional experience – ideally in customer experience management in a complex corporate structure.
• You are confident at C-level, think entrepreneurially and communicate convincingly with a wide range of stakeholders.
• You also work in a solution-oriented, analytical manner, independently and with high quality standards. With your experience in setting up KPI systems and reporting structures, you always have the customer benefit in mind.
• You are a team player and can get people excited about the topic of customer experience.

• Find in us an employer with the right values. Our thoughts and actions are guided by principles that are characterized by trust, respect, foresight, appreciation and innovation. Our team has high standards and enjoys its work. You can expect:
• Remuneration based on the collective wage agreement (TV-V)
• Exciting, future-oriented working environment in a dynamic team that is looking forward to meeting you
• Attractive social benefits (including company pension scheme, deferred compensation, smartphone)
• Modern workplace equipment and high-quality IT hardware, also for private use
• Flexible working hours, some remote working and the option of a sabbatical
• Further training and qualification opportunities as well as digital learning
• Excellent health management (prevention programs, employee support programs, etc.)
• Sustainable working and living, e.g. support with the purchase of an e-bike or bicycle and electric charging facilities on site

Jessica Schulze will be happy to answer your initial questions by telephone on 02166 / 688-6169.
NEW AG – Odenkirchener Straße 201 – 41236 Mönchengladbach