Customer Journey Manager

DP World Australia; Bottrop; Vor Ort; EUR 60.000 - 100.000; Vollzeit

Zusammenfassung

An established industry player is seeking a Customer Journey Manager to lead the development and implementation of self-service HR solutions across Europe. This pivotal role involves enhancing customer engagement and operational efficiency while navigating complex systems across multiple countries. You will collaborate with various stakeholders to ensure smooth transitions to digitized processes, focusing on effective training and communication strategies tailored for a diverse workforce. If you are passionate about driving change and improving customer experiences in HR operations, this role offers an exciting opportunity to make a significant impact.

Qualifikationen

• 3-5 years of leadership experience in HR or related fields.
• Strong customer service and change management skills.

Aufgaben

• Develop onboarding processes for business growth in Europe.
• Manage communications and change management for digitized HR processes.

Kenntnisse

Customer Service

Change Management

Governance

HR Operations

Data Security

Process Improvement

Ausbildung

Bachelor's degree in Human Resources

Bachelor's degree in Business

Tools

Oracle Fusion (HCM)

Jobbeschreibung

At DP World we are currently recruiting for a Customer Journey Manager - Europe. In this role you will be responsible for the development support, and customer engagement / acceptance, of self service and digitized HR operational and payroll services pan Europe across circa 22+ countries, multiple businesses and legal entities and 25K employees held in multiple languages. This role can be based working for any of our locations in the United Kingdom, The Netherlands or Germany, with frequent travel to other DP World locations in Europe.

As our new Customer Change, Support & Experience Manager- Europe you will be enabling the success of the program of development (including Oracle Fusion (HCM) rollout), moving all processes to an easy to use and automated workflow and processing, starting with UK and Ireland, The Netherlands and Germany with different levels of development. Identifying the change challenge by country/persona, planning the training, support and communication required, including access issues, for a predominantly blue collar workforce. You will be working with in country SSC’s to support their development plans and governance systems to manage operational efficiency.

The role works with huge complexity of systems and processes across multiple geographies and is required to enable the simplification and standardization of services through change management, education and communication for the region in line with all stakeholders.

About the role

How you will contribute

1. Developing a new business onboarding process and implementation plan to support the planned business growth within Europe.
2. Defining, designing and managing the communications, education and change management of customers to digitized or self service processes in collaboration with SSC Managers and the HR Operations team.
3. Identifying and assessing the level of change within the organisation against plans to develop change management processes, plans and implementation.
4. Measure success of implementations and work with the team to adjust or adapt/change where implementations are not as effective as expected or there is a lack of customer engagement to ensure success.
5. Assessing access issues and creating a portfolio of managed communication channels to ensure all employees can engage with HR operational processes.
6. Working to support the globalization of processes where possible/appropriate.
7. Responsible for new business onboarding or expansion needs, keeping all developments in line with Global/Regional vision of HR Operations.
8. Designing and developing fit for purpose Customer Guides, Training and Communications across all users and countries within the region.
9. Business Governance reporting and management; tracking and measurement, SLA’s, Customer Satisfaction.
10. Benchmarking of Services internally/externally.
11. Supporting SSC Managers on operational Team Training and Development structures, systems and implementation.
12. Working with SSC Managers to embed a Continuous Improvement culture and enabling Service Expansions.

What you will bring

1. Bachelor’s degree in human resources, labor relations, business, or a field related to the position or similar.
2. 3-5 years leadership experience.
3. Strong customer service/change, policy and governance track record.
4. Experience with HR Shared Service Management or similar.
5. Proven experience of effective implementation of Self Service products to end users, ideally in a blue collar environment.
6. Strong HR generalist/operational experience in a complex organisation.
7. European Labor relations experience/understanding.
8. Data security and governance knowledge.
9. Strong process, data and systems orientation.