As our working student, you will actively support our service designers in scoping, visualizing and standardizing customer journey maps (for both the current, as well as future states) across a variety of service touchpoints and channels.You will identify and document customer lifecycle phases, user actions, emotional curves, pain points, moments of truth, as well as opportunity areas in order to create high-impact, actionable journey assets.In addition, you will assist with conducting qualitative and quantitative user research, stakeholder interviews, as well as observational studies, helping connect insights to journey stages.Last but not least, you will help connect journey stages to relevant experience metrics and KPIs, supporting the team in measuring, as well as monitoring service improvements.
