Customer Experience Leader – Journey & Insights

LELY; Maassluis; Hybrid; EUR 74,000 - 105,000; Full time

Benefits offered by this job

Up to 8 weeks vacation

Strong pension scheme

Lely Academy courses

Campus sports facilities

Hybrid working policy

Free shuttle Maassluis

Job summary

Lely, a leader in dairy automation and data systems, is seeking a CX Manager to shape and embed Customer Experience & Journey Excellence across the organization. You will drive a customer-led culture, aligning business, product, service and marketing to customer outcomes, with governance and measurement to prove value.

You will lead a CX team, collaborate across global teams, and evolve the customer journey framework to deliver scalable improvements.

Qualifications

• Master's degree in Business, Marketing, Design, Innovation or related field.
• 8+ years in Customer Experience, Proposition Management, Service Design or related domain.
• Proven experience leading customer-centric transformation initiatives.
• Experience influencing senior stakeholders across multiple disciplines.
• Strong knowledge of customer journeys, customer research, Voice of Customer and journey management practices.
• Experience working in complex international organizations.
• Excellent facilitation, communication and leadership skills.
• Strong analytical mindset with a passion for understanding customer needs.

Responsibilities

• Define and evolve Lely's Customer Experience vision and strategy.
• Establish and maintain company-wide CX governance model.
• Build customer-centric ways of working across Business Teams and competencies.
• Own the end-to-end customer journey framework and methodology.
• Create an integrated approach for customer research and Voice of Customer and translate insights into actionable recommendations for Business Teams and roadmap decisions.
• Define and monitor CX KPIs and ensure customer experience improvements result in measurable business value.

Skills

Customer Experience

Proposition Management

Service Design

Customer Insights

Leadership

Stakeholder management

Voice of Customer

International experience

Education

Master's degree in Business, Marketing, Design, Innovation or related field

Job description

Lely, a leader in dairy automation and data systems, is seeking a CX Manager to shape and embed Customer Experience & Journey Excellence across the organization. You will drive a customer-led culture, aligning business, product, service and marketing to customer outcomes, with governance and measurement to prove value.

You will lead a CX team, collaborate across global teams, and evolve the customer journey framework to deliver scalable improvements.