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Senior Project Manager Customer Interaction
A company is looking for support within the 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, evaluate, implement and further develop survey methods to enable a consistent collection of customer satisfaction across all channels. Improvement potentials are to be identified and implemented.
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- Developing a future model for quality in digital channels, relevant KPIs and survey methods as well as standard processes.
- Implementing the decided measures, including interface management and coordination with technology partners and social partners.
- Testing implemented measures to collect data and ensure the required criteria.
- Consolidating and listing existing and missing customer survey methods/quality KPIs in all responsible digital channels.
- Advising on the preparation of decision-making documents and implementing the measures required for this.
- Identifying improvement potentials and developing a standard process for transparency and implementation.
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Frontend developer to HR platform with Angular experience
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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
- Period23.02.2026 - 22.08.2026
- Capacity100%
- Daily rate750 - 800€
- LocationMunich, Germany
- Languages
- German(Native),
- English(Advanced)
- German
- Remote100%
Description
A company is looking for support within the 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, evaluate, implement and further develop survey methods to enable a consistent collection of customer satisfaction across all channels. Improvement potentials are to 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, market standards, benchmarks and future orientation.
- Developing a future model for quality in digital channels, relevant KPIs and survey methods as well as standard processes.
- Implementing the decided measures, including interface management and coordination with technology partners and social partners.
- Testing implemented measures to collect data and ensure the required criteria.
- Consolidating and listing existing and missing customer survey methods/quality KPIs in all responsible digital channels.
- Advising on the preparation of decision-making documents and implementing the measures required for this.
- Identifying improvement potentials and developing a standard process for transparency and implementation.
Requirements
- Experience in consulting on survey methods and quality measurement in digital channels.
- Knowledge of market standards, benchmarks and KPIs in the field 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 improvement potentials.
- Experience in preparing decision-making documents and implementing them.