Senior Specialist Customer Experience SaaS (m/w/d)
ResMed · Bundesweit, DE
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Role summary
ResMed seeks a Senior Specialist to analyze and optimize customer journeys within their SaaS business. The role involves leveraging data and cross-functional collaboration to enhance onboarding, service, and support experiences across the customer lifecycle.
What they're looking for
- Multiple years of customer journey experience in SaaS customer success, support, or related function
- Demonstrated success building, developing, or optimizing customer journeys in larger service organizations
- Strong project management competency and ability to handle complex initiatives
- Capacity to coordinate, influence, and align cross-functional stakeholders toward shared goals
- Proficiency with data analysis, KPIs, and metrics-driven decision-making
- Experience with Salesforce, Tableau, or comparable analytics tools
What you'll be doing
- Analyze customer journeys and identify optimization opportunities and efficiency gains
- Define key performance indicators and derive actionable improvement measures from data
- Develop scalable customer experiences throughout the entire customer lifecycle
- Facilitate process automation and coordinate cross-functional initiatives across teams
- Collaborate with customer success, service, sales, marketing, and product teams on journey improvements
Privacy & handoff
This role links to ResMed's own application system. RoleLantern records your interest and checks the link, but the application happens on the employer's site and status updates may not come back to us. Clicking apply does not mark you as applied automatically.