Voice of Customer (VoC) Program Manager (f/d/m)

Your tasks You continuously design and optimize a scalable Voice of Customer (VoC) framework that is perfectly tailored to our multi-city bike-sharing environment. You define how, when, and where we collect customer feedback across the entire rider lifecycle (onboarding, rides, payments, issues, churn, etc.). You analyze customer feedback from support interactions, surveys, app signals, and operational data. You translate insights into clear, prioritized recommendations with measurable impact on the business. You work closely with product, operations, marketing, and customer support teams. You drive the teams to implement VoC-based initiatives and track the outcomes. You are responsible for our VoC tool stack. You ensure data quality, consistency, and good accessibility of information. You report progress and successes directly to the leadership team. Your profile You hold a bachelor’s or master’s degree in business administration, marketing, or a related field. You are fluent in German and English, both spoken and written. You bring solid experience in Voice of Customer, customer experience, customer insights, or similar roles. You have successfully designed and led a VoC program end-to-end. You are confident in applying agile project management and design thinking in a cross-functional environment. You possess strong analytical skills and understand how to link customer feedback and data directly to operational and commercial KPIs. You are used to working cross-departmentally in product-oriented organizations. You have deep customer empathy paired with pragmatic business sense. You can influence decisions and actively drive change. It is a big plus if you already have experience in mobility, marketplaces, SaaS, or app-based business models (B2C). Benefits Make an impact: Work on projects that have real influence—for you and the people around you. Work-life balance: Enjoy flexibility and culture: work hybrid in the FlexOffice and look forward to occasional trips to Leipzig to the HQ. Fancy a change of scenery? Use up to 4 weeks of workation per year in the EU. Time to recharge: 30 days of vacation for your well-deserved rest. For a longer break, we offer the option of a sabbatical. Cash on top: SpenditCard for personal use with a monthly top-up. VIP shopping: Exclusive deals and discounts with various brands through our corporate benefits network. Body & mind: We invest in your well-being (workshops, health checks & more). Team spirit: We have flat hierarchies and a culture where every voice counts. Global vibes: Work with colleagues from around the world. nextbike for free: Grab a bike and stay flexible.