Global Experience Design Consultant

Are you eager to understand what drives versus jeopardizes partner and customer loyalty and rentention?

As a Global Experience Design Consultant, you will be part of the global Customer & Partner Experience team. The global CX & PX team is responsible for developing and maturing Experience Management (XM) capabilities and mindset within DLL. The team support regional XM leads to drive understanding and improvement of the experiences of partners, customers, and members doing business with/for DLL.

We collect, consolidate, and analyze partner/customer feedback and behavioral data to articulate comprehensive partner & customer experience stories. These stories will provide our internal stakeholders with data-driven insights for better decision making and resource prioritization re. experience improvement efforts.

Together with your fellow Global Experience Design Consultant, you are a specialist on our end-to-end partner/customer journeys across the DLL network. You lead, promote and help with future journey design and journey management efforts in close collaboration with the regions.

We are at the start of introducing a journey management framework and tool within the organization and building our journey atlas and insights in the health of the partner and customer journeys and touchpoints. Do you see opportunities to help drive this and being instrumental in making a difference to the benefit of our partners and customers?

Find out more here about how you can unleash your full potential at DLL

Day to day:

• Build & mature DLL's global journey mapping & design methodology and manage DLL's global journey library/atlas
• Develop & socialize experience design principles and journey mgmt. related language with regional XM Leads
• Lead cross country/region future state journey design initiatives and coordinate validation with partners and customers
• Promote successful journey initiatives and build momentum across the organization
• Represent the team in global projects and initiatives
• Conduct current state journey interviews, analyze the journey data, and facilitate future journey workshops for key partner and customer segments
• Coach & support regions & global business units (GBUs) in their journey mapping, journey analysis, journey design and channel improvement efforts
• Coach & support regions & GBUs in using the provided journey management capabilities (methodologies, tooling, services, etc.)
• Manage a global overview of important journey improvement projects and share successful practices
• Act as key contact for the global digital interaction specialists, regional XM Leads and regional digital product owners.

All members enjoy

• Two working days per year volunteering for a local charity
• Health and Wellness program including healthy food, free health checks, fun health & vitality activities
• Flexible hours with possibility to work from home
• Career development opportunities: online learning, member development programs
• Click this link for an overview of all the benefits in your region.

"We not only live up to the expectations of our customers for today, but also anticipate their market needs of tomorrow."

Essentials:

• Bachelor's degree required. Master's degree is a plus
• > 5 years working experience in a CX department/environment
• Great consulting, coaching, presentation, and stakeholder management skills
• > 5 year's experience in qualitative CXP research (interviewing & workshop facilitation & analysis of outcomes)
• Customer-centric, data-driven, and agile mindset
• Proven track record for successfully managing change, in translating customer feedback into to an enhanced customer experience
• Proficient in Journey Mapping
• Proficient in Journey Management
• Proficient in Design Thinking
• Proficient in English
• Team player

Extras:

• Global role
• Experience working in or consulting a global matrixed organization
• Visualization skills

Choose wellbeing

DLL's wellbeing ambition is to educate, equip and empower members to build connections, manage their mental, emotional, physical and financial wellness and maintain balance between work and the other priorities that make up their lives.

Our four wellbeing categories are as follows:

• Connection - Build meaningful connections with other DLL members
• Health - Manage mental, emotional and physical health
• Finance - Provide learning opportunities to help members achieve personal financial health
• Lifestyle - Maintain balance between work and life priorities

These are the things that matter to our members and the wellbeing of our members matters to DLL

Settling in

At DLL, we are many things. We are team members, family members, community member. We are members of society, members of different cultures and nationalities. Members of change. We each have different beliefs, different passions, different viewpoints, talents and interests. We come from different backgrounds, cultures, nationalities and histories.

But for all of our differences, we share one thing in common: each of us are members of DLL.

Our company was founded in the Netherlands. But today we are truly a multinational business. Our unique culture is rooted in higher collaboration, less hierarchy and an honest directness that enable us to integrate, ideate and innovate across country lines.

Many companies say they are European, American, Asian or Australian, at DLL we are all these places and more.

We are a cross-culture collaborative - an interconnected network - that comes together every single day with one goal in mind: Partnering for a better world.

Good to know:

Desired Primary Work Location: Wayne, PA

Applicable Pay Range

$106,000 - $160,000 (This role is eligible for sales commissions which increase the target earnings beyond the listed pay range)

This position is subject to the terms of DLL's compensation plans and policies. It is anticipated that the position will pay within the applicable pay range. The range is reflective of the desired primary physical work location and may be adjusted outside of the projected range based on geographical differentiation if the actual work location of the hired candidate differs from the desired primary location, or for other lawful reasons. Further, the position includes all other benefits provided to DLL employees, including healthcare benefits, 401k matching, vacation, sick leave, parental leave, possible discretionary bonuses, and all other benefits that are all governed by and subject to ERISA plan documents and eligibility.

DLL is considering candidates in numerous locations. The pay estimate displayed represents the typical pay range for candidates hired for this position in the desired primary work location. Pay may be adjusted outside the projected range based on geographical differentiation as well as for any other lawful reason. Additional factors that may be used to determine your actual pay include your specific skills, years of relevant experience you possess, and other work-related qualifications.

Many candidates may start in the bottom half of the applicable pay range, especially those with less experience or qualification. This position is subject to the terms of DLL's compensation plans and policies. Further, the position includes all other benefits provided to DLL employees, including healthcare benefits, 401k matching, vacation, sick leave, parental leave, possible discretionary bonuses, and all other benefits that are all governed by and subject to ERISA plan documents and eligibility.

• Deadline for application: 8 December 2024 (application deadline may close sooner if a high number of applications are received)
• The selection process may involve an assessment
• Applications via email will not be reviewed
• Please apply online via our career website
• DLL's referral program applies
• #LI-NA1

DLL appreciates the time you spend applying to our openings. We advise only those who qualify for an interview will be contacted. Hiring subject to successful completion of a background check. DLL is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If contacted for an employment opportunity, please advise Human Resources if you require accommodation in accordance with our values and all applicable legislation.

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