Xiaomi · 慕尼黑
Customer Journey & Lifecycle Lead
Listed on Xiaomi ’s official careers site. Posted June 29, 2026. Check that it is still open and apply there.
Apply on Xiaomi ’s careers site →Job description
Responsibilities
- Define and continuously evolve the end-to-end customer journey across direct, agency and distributor channels.
- Establish customer journey standards, key customer moments and experience principles across every stage of the lifecycle.
- Identify customer friction points and lead cross-functional initiatives that improve conversion, satisfaction and operational effectiveness.
- Own customer lifecycle communication strategy, ensuring communications are timely, relevant, accurate and aligned to operational reality.
- Lead the development of customer education programmes that improve understanding, confidence and engagement throughout the ownership journey.
- Establish customer feedback mechanisms and voice-of-customer frameworks to identify opportunities for improvement.
- Partner with functional teams to ensure customer journey considerations are embedded into processes, systems and business decisions.
- Act as the central advocate for the customer, translating customer insights into strategic recommendations and business improvements.
Qualifications
What we're looking for
- Proven experience leading customer journey, customer experience, lifecycle marketing, customer operations or service design functions.
- Strong understanding of customer behaviour, customer lifecycle management and experience design principles.
- Experience designing and improving end-to-end customer journeys across multiple channels and touchpoints.
- Strong analytical capabilities with the ability to translate customer insights and operational data into actionable improvements.
- Exceptional stakeholder management and influencing skills, with the ability to align teams around customer-centric outcomes.
- Experience leading cross-functional programmes and driving change across complex organisations.
- Comfortable operating in fast-paced, high-growth environments with evolving priorities.
- Customer-obsessed, commercially minded and passionate about creating exceptional customer experiences at scale
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