We are an international group of development-oriented commercial banks for micro, small and medium enterprises (MSME). We are active in Southeastern and Eastern Europe, South America and Germany. Our overarching goal is to combine a high developmental impact with economic success.
For our Group Marketing team at ProCredit Holding in Frankfurt am Main, we are seeking a motivated
Customer Experience (CX) Process Lead (m/f/d)
to lead our international customer experience initiatives. The position is based in Sofia.
Your role in our team:
As part of the Group Marketing team at ProCredit Holding, you will play a key driving role in strengthening customer-centricity across the ProCredit Group and its digital banking business. You will be the key person for the shaping and owning of the execution of a comprehensive, user-centric and client-centric data-driven customer experience strategy for the group. The position provides capabilities and resources to marketing and business functions in building adequate CX capabilities and processes to support the group's strategic goals, contributes to measurable improvements in customer satisfaction, retention and loyalty, and supports the delivery of a consistent and high-quality customer experience across all markets. A central responsibility of the CX Lead is the development and ownership of a fully integrated customer experience, insights and feedback management strategy for the group, covering all relevant touchpoints and phases of the customer journey.
More specifically, you will have key responsibilities and duties, such as the following:
- Responsibility for Voice of the Customer (VoC) strategies while defining and refining quality standards and tone of voice for customer-facing content
- Analyse CX data, including NPS, CSAT, CES and operational feedback to identify trends, patterns and root causes, and clarify the key drivers of customer experience outcomes.
- Translate customer insights into actionable recommendations
- Design, review, and optimise CX measurement approaches, survey methodologies, sampling strategies, and touchpoints
- Define, uphold, and continuously refine quality standards and tone of voice for customer-facing content and interactions, ensuring consistency across channels and countries.
- Collaborate closely with cross-functional teams to ensure customer experience considerations are embedded into initiatives from early planning through execution and follow-up.
- Drive CX optimisation for scale, identifying opportunities to reduce manual processes, improve efficiency, and leverage technology to deliver more value with leaner processes and resources.
- Lead, mentor, and develop CX-related roles, fostering a culture of strong customer empathy, analytical thinking, accountability, and continuous improvement.
What we expect:- Minimum of 3 - 5 years of experience in Customer Experience, Insights, Service Design, Operations and processes management or related roles.
- CX management systems integration and running experience.
- Project management or product ownership experience is an advantage.
- Experience working in cross-functional and multi-country environments.
- Highly organised, able to manage multiple workstreams and committed to continuous improvement.
- Fluent in English; additional languages are an advantage.
- Certifications in CX are an advantage.
What you can expect:- A pleasant and open working atmosphere and an international team
- Flat hierarchies and short decision paths
- Interesting and challenging tasks and cross-team project work
- Additional benefits for the employees, such as home office, private health insurance
To learn more about the ProCredit group, please visit ProCredit Holding's website at: www.procredit-holding.com
Only short-listed candidates (selected on submitted CV) will be invited to the upcoming stages of the selection process.
Your application will be treated with strict confidentiality and compliance with the legal requirements for personal data protection.
