ABOUT US:

We are looking for people who want to shape the future with us – as part of SPRIND, the Federal Agency for Breakthrough Innovations, which may carry the title of a government agency but thinks and operates like a start-up. Our goal is to create new breakthrough innovations from Germany. That means products, services and systems that make all of our lives noticeably and sustainably better. To do this, we connect new thinkers from science and business, people with outstanding ideas, special expertise and passion. Within the EUDI Wallet project, which SPRIND is implementing on behalf of the Federal Ministry for Digitalization and State Modernization (BMDS), we are developing Germany’s national EUDI wallet as well as a comprehensive EUDI Wallet ecosystem. Digital credentials are a key building block for a high-performing digital society, a competitive economy, and a modern state. The EUDI wallet provides people with a secure, interoperable, and user-centric solution, enabling them to manage both public and private credentials – from ID cards to certificates and membership cards. In the medium term, the project will transition into a newly established, government-owned entity that will take over responsibility for the EUDI ecosystem and ensure the platform’s ongoing development and operation.

YOUR ROLE:

You are the public face of our support team and the guardian of quality within the organization. You write for people, not for systems, and you enjoy checking for yourself whether the support team’s message is having the desired effect. As Knowledge & CX Lead, you will build our knowledge base, define the tone of communication with end users and partner groups, and ensure that quality standards are not only documented but also put into practice. Last but not least, you will work to further strengthen the organization’s understanding of customer-centricity.

YOUR RESPONSIBILITIES:

• You build a structured knowledge base that works equally well for internal and external audiences – from internal playbooks and FAQs to user-centred help pages.
• You develop communication guidelines and tone-of-voice standards for B2C support – with a particular eye for plain language that genuinely speaks to every member of the public.
• You introduce a CSAT/NPS measurement system, analyze results consistently and translate them into concrete actions, since data means to have foundation for continuous improvement.
• You build an internal QA process that makes the quality of ticket handling and internal agent communication measurable.
• You keep content alive, when products or processes change, you proactively review and update.
• You work closely with the Ops & Process Lead to embed knowledge content directly into ticket workflows.
• You make sure all user-facing content is accessible and easy to understand – (basic WCAG knowledge is an advantage).
• You’ll pave the way for all these tasks, as you’re the first person to join the team dedicated to knowledge and our customer experience.

WHAT WE ARE LOOKING FOR:

• Experience in setting up knowledge management systems (knowledge banks) or help centre infrastructures (e.g. Confluence, Guru, Intercom)
• Excellent written communication skills in German and English – including the ability to use plain (basic) language
• Understanding of CSAT and NPS methodologies, as well as experience in the qualitative analysis of customer feedback
• Experience with QA frameworks in a support or customer experience setting
• Systematic approach: Content is not just created but also maintained and regularly reviewed
• A keen understanding of different user groups—from tech-savvy providers to citizens with limited digital literacy

WHAT WE OFFER:

• A chance to shape one of Germany’s most important digital public infrastructures
• A forward-thinking, mission-driven work culture at the intersection of science, administration, and innovation
• Flexible working hours and remote work options
• Access to conferences, team events and a supportive work culture.

PLease apply via our application form