Customer Journey Manager - Europe

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 programme 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 standardisation 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.

Compensation
DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

About DP World
Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally. 

With a dedicated, diverse and professional team of more than 103,000 employees spanning 75 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.

We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades. The DP World family comprises of syncreon, Imperial and P&O.  

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer’s door.

WE MAKE TRADE FLOW
TO CHANGE WHAT'S POSSIBLE FOR EVERYONE

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.