Working Student – Service Design with a Customer Journey Management Focus at Bosch eBike Systems (f/m/div.)

Bosch Group

full-time mid Frankfurt am Main, HE, Germany · More jobs in Frankfurt Am Main, Hessen, Germany

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Job Description

• 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.