About Company
Otto GmbH & Co KG is a leading German e-commerce and retail company, part of the globally active Otto Group. With a rich history spanning over 70 years, we have evolved from a mail-order pioneer into a dynamic online platform, serving millions of customers across Europe. Our commitment to innovation, sustainability, and customer-centricity drives our success in a competitive digital landscape. At Otto, we believe in creating seamless shopping experiences and fostering a culture of collaboration, learning, and continuous improvement. We are dedicated to leveraging data and technology to understand our customers better and shape the future of retail, making their interactions with our brand not just transactions, but delightful journeys. Join our diverse team in Hamburg and contribute to a legacy of groundbreaking retail.
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Job Description
Are you passionate about understanding customer behavior and transforming insights into actionable strategies? Otto GmbH & Co KG is seeking a talented Customer Journey Analyst to join our dynamic team in Hamburg. In this hybrid role, you will be instrumental in mapping, analyzing, and optimizing the end-to-end customer journey across all touchpoints, from initial awareness to post-purchase support. You will be the voice of the customer, using a data-driven approach to identify pain points, uncover opportunities, and champion improvements that enhance customer satisfaction, drive conversion, and foster long-term loyalty. This position offers a unique opportunity to work at the intersection of data analytics, user experience, and business strategy within a leading e-commerce environment. If you thrive on deep dives into customer data, collaborating with cross-functional teams, and making a tangible impact on millions of customers’ experiences, we encourage you to apply. You will play a critical role in shaping how customers interact with Otto, directly influencing our product, marketing, and service offerings to create unparalleled shopping experiences.
Key Responsibilities
- Map, analyze, and visualize complex customer journeys across various digital and offline touchpoints.
- Utilize quantitative and qualitative data (web analytics, CRM data, surveys, user feedback) to identify customer pain points, drop-off points, and areas for improvement.
- Develop and monitor key performance indicators (KPIs) related to customer journey performance and present regular reports on insights and recommendations.
- Collaborate closely with Product, Marketing, UX/UI, Data Science, and IT teams to translate analytical findings into concrete features, campaigns, and process optimizations.
- Design and implement A/B tests and other experiments to validate hypotheses and measure the impact of journey improvements.
- Stay abreast of industry best practices, emerging technologies, and customer experience trends to continuously evolve our approach.
- Prepare and deliver compelling presentations to stakeholders at various levels, communicating complex data in an understandable and actionable manner.
Required Skills
- 3+ years of experience in a Customer Journey Analyst, Business Analyst, or similar data-driven role, preferably in e-commerce or retail.
- Proven proficiency in data analysis tools and languages (e.g., SQL, advanced Excel; Python or R is a plus).
- Strong experience with web analytics platforms (e.g., Google Analytics, Adobe Analytics) and A/B testing tools.
- Demonstrated ability to map customer journeys and apply journey-centric methodologies.
- Excellent analytical, problem-solving, and critical thinking skills with a keen eye for detail.
- Strong communication, presentation, and interpersonal skills, with the ability to influence cross-functional teams.
- Proficiency in both German and English (written and spoken) is essential for effective communication within our diverse teams.
Preferred Qualifications
- Bachelor's or Master's degree in Business Administration, Marketing, Data Science, Psychology, or a related quantitative field.
- Experience with CRM systems and customer segmentation techniques.
- Familiarity with UX research methods and design thinking principles.
- Previous experience working in an agile environment.
Perks & Benefits
- Competitive salary and comprehensive benefits package.
- Flexible working hours and a hybrid work model, allowing for a balance between office and remote work.
- Generous employee discounts across the Otto Group product range.
- Extensive learning and development opportunities, including internal academies and external training.
- A vibrant and inclusive company culture with regular team events and social gatherings.
- Modern office facilities in the heart of Hamburg with excellent public transport links.
- Company pension scheme and health programs to support your well-being.
- Access to a wide range of sports and leisure activities.
How to Apply
If you are ready to make a significant impact on customer experiences at one of Germany’s leading e-commerce companies, we encourage you to apply! Please click on the application link below to submit your resume and cover letter directly.
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