- Bonn, Nordrhein-Westfalen, Germany
- On-site
- Full-time · Director
- 15+ years
Lead the transformation of digital capabilities and interactions across the Manage Value Stream, delivering seamless, personalized and increasingly intelligent digital experiences that help customers maximize the value of their relationship with DHL Express.
Responsibilities
- Define and lead the strategy, vision and evolution of digital capabilities and customer experiences across the Manage Value Stream
- Continuously optimize the experience across digital customer journeys, reducing friction and improving customer effort, satisfaction, digital engagement and digital loyalty
- Identify opportunities to deepen digital engagement, strengthen digital loyalty and expand digital customer value through adoption of relevant capabilities
- Lead the evolution of digital engagement capabilities and the orchestration of contextual, personalized and increasingly intelligent digital interactions
- Shape and drive the unified digital customer support strategy in partnership with Customer Service
Requirements
- University degree in Digital Business, Business Innovation, Customer Experience, Information Technology or a related discipline
- Advanced degree (advantage)
- Nice to have: AI application in customer experience