Customer Journey Manager

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

Zusammenfassung

An established industry player is seeking a Customer Journey Manager to lead the transformation of HR operational services across Europe. This pivotal role focuses on enhancing customer engagement through digitized solutions, ensuring effective change management, and supporting a diverse workforce. You will drive the implementation of user-friendly processes, collaborate with various teams, and develop training materials to facilitate seamless transitions. Join a forward-thinking company committed to operational excellence and customer satisfaction, where your expertise will play a crucial role in shaping the future of HR services across multiple countries.

Qualifikationen

• 3-5 years of leadership experience in HR or related fields.
• Strong orientation towards processes, data, and systems.

Aufgaben

• Develop onboarding processes to support European business growth.
• Design change management strategies for customers adopting digitized processes.

Kenntnisse

Change Management

Customer Service

HR Shared Service Management

Data Security and Governance

Process Orientation

Ausbildung

Bachelor’s degree in Human Resources

Bachelor’s degree in Business

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 across approximately 22+ countries in Europe, involving multiple businesses, legal entities, and 25,000 employees in various languages. This position can be based in any of our locations in the United Kingdom, The Netherlands, or Germany, with frequent travel to other DP World locations in Europe.

As our Customer Change, Support & Experience Manager - Europe, you will enable the success of the development program, including the Oracle Fusion (HCM) rollout, transitioning all processes to user-friendly, automated workflows. The initial focus will be on the UK, Ireland, The Netherlands, and Germany, each at different development stages. Your role involves identifying change challenges by country and persona, planning training, support, and communication—especially for a predominantly blue-collar workforce. You will collaborate with in-country SSCs 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 in line with stakeholder expectations.

About the role

How you will contribute

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

What you will bring

1. Bachelor’s degree in human resources, labor relations, business, or a related field.
2. 3-5 years of leadership experience.
3. Proven track record in customer service, change management, policy, and governance.
4. Experience with HR Shared Service Management or similar functions.
5. Successful implementation of self-service products for end users, preferably in a blue-collar environment.
6. Strong HR generalist and operational experience in complex organizations.
7. European labor relations expertise.
8. Knowledge of data security and governance.
9. Strong orientation towards processes, data, and systems.

Location: Customer Manager • Duisburg, North Rhine-Westphalia, Germany