Customer Journey Owner (m/w/d)

As a leading provider of software solutions for healthcare, we operate in 19 countries and employ nearly 9,000 dedicated professionals. You will work in a dynamic and innovative environment, filled with exciting opportunities. With your commitment and passion, you’ll have the chance to make a lasting impact.

CGM Leverages AI: We are looking for people who are inspired by the power of AI in eHealth, eager to shape transformation, and curious at heart - ready to see how technology can make healthcare smarter, easier, and better.

Together, we are shaping the future of healthcare. Become part of our mission and make a difference - for a world where knowledge saves lives!

In this role, you are responsible for the end-to-end experience of our customers in support and service – from the first contact to the final resolution. You don’t just look at individual touchpoints, but at the entire journey: intake, routing, processing, resolution, and feedback. The ambition behind this is clear: our customers should not experience internal complexity – they should experience service. That’s why you systematically analyze friction points, drive improvements based on data, and deliberately leverage tools, standards, and automation to measurably increase customer satisfaction.

Your contribution:

• End-to-end responsibility for the customer journey in support and service, from the initial inquiry through routing and processing to resolution and structured feedback collection
• Steering and continuous improvement of key CX metrics, including an NPS target of +45, an early resolution rate of >80%, and a 30% reduction in repeat contacts, in order to measurably and sustainably enhance the customer experience
• Selection, configuration, and optimization of the tools that underpin the customer journey, including customer portals, self-service solutions, routing logic, and feedback systems
• Systematic identification of friction points along the journey to eliminate the underlying causes of waiting times, escalations, or recurring contacts
• Design of effective self-service and deflection mechanisms that guide customers quickly and clearly to a solution while reducing manual effort
• Coordination of the rollout of new journey standards, processes, and tools across up to 19 countries and ensuring that they are not only introduced, but also sustainably adopted in day-to-day operations

What you bring:

• Several years of experience in customer experience, service design, customer operations or a comparable field, ideally in a software, SaaS, or IT services context
• An excellent academic background, preferably from a leading university, ideally in business administration, business psychology, business informatics, service design, or a comparable discipline
• A strong passion for customer satisfaction and a clear understanding of how to translate customer experience into concrete operational improvements
• Experience with CX platforms, self-service architectures, customer portals, or workflow tools such as Salesforce, ServiceNow, Zendesk, Freshdesk, or comparable solutions
• A data-driven working style and the ability to use journey analytics, NPS feedback, and support data in a targeted way for prioritization and optimization
• Strong process-oriented thinking from the customer’s perspective, combined with a high affinity for automation, standardization, and scalable service excellence

What you can expect from Us:

• Mobile Work: Work flexibly from home two days a week and on-site three days a week
• Attractive locations: Our offices offer fully equipped workspaces as well as regular events such as summer parties and Christmas celebrations
• Development: Our in-house academy and a portfolio of external partners support your professional growth
• Health: We place high value on health. At our in-house canteen in Koblenz, you’ll find a daily selection of delicious and healthy meals, and our fully equipped gym offers weekly classes (online & on-site)
• And more: A daycare center on our CGM campus in Koblenz helps employees make their workday more flexible. We also offer corporate benefits, the option of a job bike, company pension schemes, and much more

Diversity is part of CGM! We welcome applications regardless of disability, gender, nationality, ethnic and social background, religion, age, sexual orientation, or identity.

We are looking for people who recognize the power of AI in the eHealth environment, want to help shape change, and are driven by a curious passion to understand how technology can make healthcare smarter, simpler, and better.

Interested? Apply now online with your meaningful application documents (including all certificates, salary expectations, and your earliest possible starting date).