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For Companies At a Glance
- Tasks: Lead the development of self-service HR services across Europe for 25K employees.
- Company: Join DP World, a global leader in logistics and supply chain solutions.
- Benefits: Enjoy flexible working options and opportunities for travel across Europe.
- Why this job: Be part of a transformative journey, enhancing employee experiences through innovative HR solutions.
- Qualifications: Bachelor’s degree and 3-5 years of leadership experience in HR or related fields.
- Other info: Work in a dynamic environment with a focus on continuous improvement and customer satisfaction.
The predicted salary is between 43200 - 72000 £ per year.
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 locations 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 blue-collar 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.
Customer Journey Manager employer: DP World Australia
Contact Detail:
DP World Australia Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Journey Manager
✨Tip Number 1
Familiarise yourself with the specific HR systems and processes mentioned in the job description, particularly Oracle Fusion (HCM). Understanding how these systems work will give you an edge during interviews and show your commitment to the role.
✨Tip Number 2
Network with professionals in the HR field, especially those who have experience in shared services or change management. Engaging with them can provide insights into the challenges faced in similar roles and help you articulate your understanding during discussions.
✨Tip Number 3
Prepare to discuss your experience with customer engagement and change management strategies. Think of specific examples where you've successfully implemented self-service products or improved customer satisfaction, as these will be crucial in demonstrating your fit for the role.
✨Tip Number 4
Research DP World’s operations across Europe, focusing on their HR practices and any recent changes or initiatives. This knowledge will not only help you tailor your conversations but also show your genuine interest in contributing to their goals.
We think you need these skills to ace Customer Journey Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, change management, and HR operations. Use keywords from the job description to demonstrate that you meet the specific requirements for the Customer Journey Manager role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the complexities involved in managing customer journeys across multiple countries. Mention your experience with self-service products and how it aligns with the goals of DP World.
Showcase Relevant Experience: In your application, provide examples of past projects where you successfully implemented change management processes or improved customer engagement. Highlight any experience working with blue-collar workforces or in a multi-national environment.
Proofread and Edit: Before submitting your application, carefully proofread your documents for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for the role.
How to prepare for a job interview at DP World Australia
✨Understand the Role Thoroughly
Make sure you have a solid grasp of what a Customer Journey Manager does, especially in the context of HR operations and change management. Familiarise yourself with the specific challenges faced by blue-collar workforces and how digitised services can improve their experience.
✨Showcase Your Change Management Skills
Prepare examples from your past experiences where you've successfully implemented change within an organisation. Highlight your ability to assess challenges, plan training, and communicate effectively with diverse teams across multiple countries.
✨Demonstrate Cultural Awareness
Since this role involves working across various European countries, it's crucial to show that you understand and respect cultural differences. Be ready to discuss how you would tailor communication and training for different regions.
✨Prepare Questions for Them
Interviews are a two-way street. Prepare insightful questions about their current HR processes, the challenges they face, and how they envision the future of customer engagement. This shows your genuine interest in the role and the company.
