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Senior Project Manager Customer Interaction
Industries
Information Technology (IT)
Professional Services
Areas
Customer Service
Project Management
Quality Assurance (QA)
Project info
- Period02.02.2026 - 01.08.2026
- Capacity100%
- Daily rate750 - 800€
- LocationMunich, Germany
- Languages
- German(Native),
- English(Advanced)
- German
- Remote100%
Description
An organization is looking for support for a project to evaluate, implement, and further develop quality surveys in digital channels. The goal of the project is to increase customer satisfaction in digital channels by evaluating, implementing, and enhancing survey methods to enable consistent measurement of customer satisfaction across all channels. At the same time, areas for improvement should be identified and implemented.
The role includes consulting, developing, and implementing measures to collect and improve customer satisfaction in digital channels. Main tasks:
- Advising on survey methods to capture customer experience and quality in digital channels, including market standards, benchmarks, and future orientation.
- Developing a future model for quality in digital channels, relevant KPIs, survey methods, and standard processes.
- Implementing decided measures, including interface management and coordination with technology partners and social partners.
- Testing implemented measures to collect data and ensure required standards are met.
- Consolidating and listing existing and missing customer survey methods/quality KPIs across all responsible digital channels.
- Advising on the creation of decision templates and implementing the necessary actions.
- Identifying areas for improvement and developing a standard process for transparency and execution.
Requirements
- Experience in consulting on survey methods and quality measurement in digital channels.
- Knowledge of market standards, benchmarks, and KPIs in the area of customer satisfaction (CEX).
- Ability to develop and implement standard processes and survey methods.
- Experience in interface management and coordination with various stakeholders.
- Analytical skills to identify areas for improvement.
- Experience in creating decision templates and implementing them.