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FlixTrain is seeking a Customer Journey Manager to own the holistic definition and evolution of the FlixTrain customer experience, from initial booking through arrival. This strategic role serves as the foundation for all product and communication decisions within the FlixTrain team and acts as the central point of contact for all customer-facing initiatives.
Key Responsibilities:
Target Customer Journey Development:
- Conduct data-driven analysis of relevant customer segments and their needs
- Define the overall FlixTrain customer experience and identify core USPs per segment in close collaboration with the Brand team
- Develop target customer journeys across all segments
- Define desired customer experience at each touchpoint (digital and physical/offline)
- Perform gap analysis between target state and current state
Commercial Offer & Product Roadmap:
- Identify and prioritize solutions (including features) through user research and testing in collaboration with Customer Product Managers and internal experts (train staff, operations, tech)
- Define commercial offerings (fare classes, bundles, add-on services)
- Own the FlixTrain Customer Product Roadmap: prioritize in close coordination with Tech and ensure delivery
This role requires strategic thinking, cross-functional collaboration, and a deep understanding of customer needs. You will work in a dynamic, international environment where your ideas have real impact on the future of mobility.
