• Business process definition and re-engineering related to customer communication and engagement measures
  • Co-define and implement roles and responsibilities along customer journeys and relevant use cases to ensure customer communication and engagement targets are met
  • Establish and operate procedures for communication quality gate and governance
  • Demand management for enabling tools (often in co-lead with other business owners)
  • Manage and orchestrate ongoing editorial planning in line with business targets and contact strategy, prioritize incidents/issues backlog and drive to resolution and fix of root causes across relevant departments
  • Orchestrate and run cross-functional expert work groups on communication related use cases, journeys and incidents for their improvement
  • Co-define and oversee end-to-end testing concept for customer communication integrity across all relevant journeys (with IT)
  • Support management and other cross-functional groups on key business objectives and projects with strategic customer-centric communication programs, initiatives and content


  • Master’s degree in business administration, engineering, logistics- or process-management related education
  • Multiple years in Telecommunication or other technology driven B2C Business in roles such as: Business Analyst, Process Manager, Project Manager with focus on business / marketing organization
  • Agile methodologies & tools
  • Non-functional leadership, strong interpersonal skills
  • Certified skills in Process Management, Project Management, Agile methodologies