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About the Role

As a Customer Journey Manager, you will be responsible for the holistic definition and further development of the FlixTrain customer experience, from the initial booking interaction to arrival at the destination. You will report directly to the Director Customer Product & Ancillaries, form the strategic foundation for all product and communication-related decisions within the team, and act as the central point of contact for all customer-facing topics within FlixTrain.

Responsibilities

Develop target customer journeys.
Analyze relevant customer segments and their needs based on data to develop a deep understanding of what different customer groups expect and need from FlixTrain.
Define the overall customer experience at FlixTrain and develop key USPs per segment in close coordination with the Brand Team to ensure consistent positioning.
Develop the customer journey as a concrete target picture, both overarching and per segment, serving as the basis for product decisions and prioritization.
Define the desired customer experience at each touchpoint, both digital and physical/offline, ensuring a coherent experience across all channels.
Conduct a structured gap analysis between the target picture and the status quo as a basis for defining solutions.
Identify and prioritize solutions (including features) through user research and testing in close collaboration with Customer Product Managers and internal experts.
Define the commercial offer for FlixTrain (e.g., Fare Classes, Bundles, additional services) with the aim of creating relevant offers for different customer groups and maximizing revenue potential.
Ensure that what has been promised is delivered, acting as a stakeholder who ensures scope, timeline, and priorities are maintained and that the right content decisions are made.

Requirements

At least 5 years of experience in Customer Experience, Product Management, or a comparable role.
High affinity for train travel and motivation to understand the operational and technical processes behind it that influence the customer experience.
Strong analytical and conceptual skills combined with a keen sense for customer needs and user centricity.
Experience working with cross-functional teams (e.g., Tech, Brand, Revenue Management, Operations).
Structured, self-reliant way of working, paired with a challenger mentality and the drive to improve the status quo.
Strong communication skills at all levels – from operational details to management presentations.
Fluent German and English, both written and spoken.

Skills

Customer Experience
Product Management
Data Analysis
Customer Segmentation
User Research
Testing
Cross-functional Team Collaboration
Communication

Location

Germany

Work Type

Full-time

Experience Level

Minimum 5 years

Benefits

Secure jobs
Attractive additional benefits

About the Company

At Flix, we focus on making travel simple, safe, and affordable – for our passengers and our employees.
Things move fast here, and there's plenty of room to make an impact.
We are growing and developing daily and are looking for people who are ready to get involved and help shape the way we work.
If you are looking for a job where you can grow and make a difference, then FlixTrain is the right place for you.
Here you can become part of a team where your contribution counts and you can shape your own journey!

Equal Opportunity

We value the big picture – even if you don't meet 100% of the requirements, but still believe you can make a difference, we look forward to your application!