Customer Journey Manager

DP World Australia; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

DP World Australia is seeking a Customer Journey Manager to oversee the development and engagement of self-service HR operations across Europe. This role will entail managing change processes, designing training materials, and ensuring effective communication within a complex operational framework. The ideal candidate will have a strong background in HR, extensive leadership experience, and the capacity to implement customer-focused solutions in diverse settings.

Qualifications

• 3-5 years leadership experience.
• Proven experience in HR Shared Service Management.
• Strong operational experience in a complex organization.

Responsibilities

• Developing a new business onboarding process and implementation plan.
• Managing communications and change management of customers.
• Measuring success of implementations and changing strategies as needed.

Skills

Customer service

Change management

Data security

Governance

HR operations

Education

Bachelor’s degree in human resources

Job description

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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, 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 location 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

• Developing a new business onboarding process and implementation plan to support the planned business growth within Europe.
• 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.
• Identifying and assessing the level of change within the organisation against plans to develop change management processes, plans and implementation.
• Measure success of implementations and work with 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.
• Assessing access issues and creating a portfolio of managed communication channels to ensure all employees can engage with HR operational processes.
• Working to support the globalization of processes where possible/appropriate.
• Responsible for new business onboarding or expansion needs, keeping all developments in line with Global/Regional vision of HR Operations.
• Designing and developing fit for purpose Customer Guides, Training and Communications across all users and countries within the region.
• Business Governance reporting and management; tracking and measurement, SLA’s, Customer Satisfaction.
• Benchmarking of Services internally/externally.
• Supporting SSC Managers on operational Team Training and Development structures, systems and implementation.
• Working with SSC Managers to embed a Continuous Improvement culture and enabling Service Expansions.
  

What you will bring

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