Customer Journey Owner - RMS

Shanghai, China

Step out of your comfort zone, excel and redefine the limits of what is possible. That’s just what our employees are doing every single day – in order to set the pace through our innovations and enable outstanding achievements. After all, behind every successful company are many great fascinating people.

We are looking for people who are keen to try something new:

As a customer journey owner, you will be the voice and representative of the customer within the RMS business unit of ZEISS China. Based on your in-depth understanding of customer needs and current pain points you will advise on priorities to transform our customer experience into a competive advantage. You will play a key role in shaping our digitalization projects and be responsible for creating, sharing and communication an end-to-end customer journey vision across all departments and touchpoints.
  •  Define and align the vision of the different digital customer journeys for key users of the RMS business segment – independent of internal structures from a
  •  Share and communicate that vision and give direction to the product owners of agile development teams and stakeholders (within China and global team)
  •  Build up and maintain an external knowledge base on key customer roles, stakeholders to be considered, per-sonas and their respective pain points based on facts, data and studies
  •  Build up and maintain an internal knowledge base of how planned and existing digital solutions, personal inter-actions, device interfaces etc. build touchpoints for our customers
  •  Advise the product teams of different digital solutions in how the solutions should be positioned within the end-to-end customer journey and establish connections to related product teams
  •  Report to senior management major pain points, suggest new projects or activities to overcome them and es-timate its business value
  •  Analyse and aggregate existing data and feedback and suggest and run additional external market research, customer experience surveys
  •  Support project teams in their customer research phase
  •  Work with different internal and external stakeholders e.g. top management, Sales and Marketing, SSCs and external stakeholders like customers

You are:

  • Education / 教育背景
  •  Bachelor’s or Master’s degree
  • Experience /经验
  •  Minimum two-year working experience as Customer Journey Owner, Customer Success manager, product manager or similar with a strong digital component
  •  At least 3 years working experience in the academic, clinical or semiconductor industry
  • Other skills /其他技能
  •  Being able to understand, prioritize and propose solutions for customer pain points
  •  Strong communication skills and assertiveness
  •  Process analysis skills paired with data and fact-driven approach
  •  Strong goal and result orientation (‘deliver-attitude’)
  •  Preferably experience in working in international, cross-functional teams
  •  Fluent in Chinese and English
In a spacious modern setting full of opportunities for further development, ZEISS employees work in a place where expert knowledge and team spirit reign supreme. All of this is supported by a special ownership structure and the long-term goal of the Carl Zeiss Foundation: to bring science and society into the future together.

Join us today. Inspire people tomorrow.

Diversity is a part of ZEISS. We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, philosophy of life, disability, age, sexual orientation or identity.

Apply now! It takes less than 10 minutes.
Your contact
Magin Yang
+86 21 2082 1556
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