Customer Journey Manager

TN Germany; Duisburg; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading company is seeking a Customer Journey Manager for Europe to enhance HR operational services. This role involves developing onboarding processes, managing change initiatives, and ensuring effective communication across multiple countries. The successful candidate will have a strong background in HR, leadership, and customer service, with a focus on improving user engagement and operational efficiency.

Qualifikationen

• 3-5 years of leadership experience.
• Experience managing HR Shared Services or similar functions.

Aufgaben

• Develop a new business onboarding process for growth in Europe.
• Design and manage communication and change management initiatives.
• Oversee business governance reporting and customer satisfaction metrics.

Kenntnisse

Leadership

Customer Service

Change Management

Communication

Data Security

Ausbildung

Bachelor’s degree in human resources

Bachelor’s degree in labor relations

Bachelor’s degree in business

Jobbeschreibung

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At DP World, we are currently recruiting for a Customer Journey Manager - Europe. In this role, you will be responsible for the development support, customer engagement, and acceptance of self-service and digitized HR operational and payroll services across Europe, covering approximately 22+ countries, multiple businesses, legal entities, and 25,000 employees in various languages. This position can be based 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 enable the success of the development program, including the Oracle Fusion (HCM) rollout. Your goal will be to transition all processes to user-friendly, automated workflows, starting with the UK, Ireland, The Netherlands, and Germany, each at different stages of development. You will identify change challenges by country and persona, plan training, support, and communication—including addressing access issues—for a predominantly blue-collar workforce. Collaboration with in-country SSCs will be essential to support their development plans and governance systems to enhance operational efficiency.

This role involves managing complex systems and processes across multiple geographies, aiming to simplify and standardize services through change management, education, and communication, aligning with stakeholder expectations.

About the role

How you will contribute

1. Develop a new business onboarding process and implementation plan to support growth within Europe.
2. Design and manage communication, education, and change management initiatives for customers adopting digitized or self-service processes, in collaboration with SSC Managers and HR Operations teams.
3. Identify and assess organizational change levels against plans, developing change management strategies, plans, and implementations.
4. Measure success of implementations and collaborate with the team to adjust or improve processes where engagement or effectiveness is lacking.
5. Assess access issues and develop a portfolio of communication channels to ensure all employees can engage with HR operational processes.
6. Support the globalization of processes where appropriate.
7. Manage needs related to new business onboarding or expansion, ensuring developments align with the global/regional HR Operations vision.
8. Create and develop customer guides, training materials, and communication strategies across all users and countries in the region.
9. Oversee business governance reporting, including tracking, measurement, SLAs, and customer satisfaction metrics.
10. Benchmark services internally and externally.
11. Support SSC Managers in operational team training and development initiatives.
12. Collaborate with SSC Managers to foster a culture of continuous improvement and enable service expansion.

What you will bring

• Bachelor’s degree in human resources, labor relations, business, or a related field.
• 3-5 years of leadership experience.
• Proven track record in customer service, change management, policy, and governance.
• Experience managing HR Shared Services or similar functions.
• Successful implementation of self-service products for end users, preferably in a blue-collar environment.
• Strong HR generalist and operational experience in complex organizations.
• Understanding of European labor relations.
• Knowledge of data security and governance.
• Strong orientation toward processes, data, and systems.