Expert Transformation Customer Operations

Your tasks:
- Contribute to the further development of the Customer Service strategy, with a focus on digitalisation, automation and the use of emerging technologies
- Support the planning, implementation and follow-up of transformation initiatives across CustomerService
- Identify opportunities to improve processes, customer journeys and operational efficiency
- Translate business and operational requirements into clear functional requirements for systems,tools and workflows
- Support the implementation and continuous improvement of Customer Service platforms and digital solutions
- Collaborate with stakeholders across, especially IT, Operations and other relevant business functions
- Support the transition of projects into day-to-day operations, including documentation, training and change management activities
- Monitor KPIs, performance indicators and customer feedback

Your profile

- At least 7-10 years of professional experience in Customer Service or a related function, ideally, within financial services, banking, fintech or another regulated environment
- Proven experience working in cross-functional teams and contributing to transformation, digitalisation or process improvement initiatives
- Experience with Customer Service technologies and platforms, such as CRM, ticketing or knowledge management systems
- Good understanding of process optimisation and customer journey management
- Experience with automation, AI or other emerging technologies
- Ability to manage multiple projects, priorities and stakeholders simultaneously
- Strong analytical and problem-solving skills, combined with a pragmatic and hands-on approach
- Ability to translate business requirements into practical solutions and effectively communicate with both business and technology teams
- Structured, proactive and solution-oriented working style
- Fluent in English; German is considered an advantage