Customer Journey Designer - EN

Company Description

A sustainable, profitable, and enjoyable future for dairy farmers by combining robotics, engineering, and farming expertise. That's what we believe in.

It all began 75 years ago with a dream of two brothers in Maassluis. Since then, we have been an innovative leader in automated systems for dairy farmers worldwide. With 2,500 specialized professionals, we constantly strive towards new agricultural revolutions. We operate not only from our Campus in Maassluis (the building with the highest sustainability performance in the Netherlands) but also from other international locations. Together, our aim is to make dairy farming interesting for the next generation.

Job Description

The Customer Journey Designer acts in the Customer Experience Team. in this position you are responsible to deliver the journey mapping methodology for Lely. As a customer journey designer, you have a can-do mentality to design journeys for our Business Teams. You can also motivate the business team with your story to effectively deploy them over our Lely distribution network and continuously optimize. You motivate business teams by conducting sessions for all relevant stakeholders. With the sessions you train our organization with the usage. You also transfer your expertise of building journeys out to Marketing and Propositions team members working in the Business teams.  

In this position, you are constantly engaged in continuous development. You educate yourself in journey design and inform the organization about new developments. This way you keep the methodology and working methods for Lely up to date. You develop a culture in which business teams actively improve their journeys based on feedback. You coordinate with team Customer insights what we measure and install feedback loops to act. Finally, together with the Sales and Service management team, you ensure that the customer experience is secured in our tooling and in our processes, the “Lely Ways of Working". 

Your tasks will be: 

• Building the framework for Lely how to design Customer journeys and secure correct use; 
• Facilitating journey design sessions; 
• Addressing the need to capture data in our systems; 
• Analyzing journeys based on set metrics and reports; 
• Creating a knowledge base on customer journey mapping and building a team of professionals 

In this role you will join the Adoption & CX team and report to the Adoption & CX Manager. I 

Interested?

We are looking forward to hearing from you! Please send in your resume and motivation in English for us to be able to review it. 

Qualifications

We are looking for an enthusiastic & motivated CX designer, who takes the organization along to build customer journeys and motivates the business teams to effectively deploy the journeys into the field. You have an affinity with (dairy) farming or maybe even come from a farming background.  

Futher you: 

• Have at least one year of experience with CX, designing customer experiences/journeys  

• Hold a bachelor's degree and have a strong customer service mindset. 

• Are a strong communicator, both written and spoken in English. Proficiency in Dutch or willing to learn is a plus. Have experience in organizing and facilitating workshops.  

• Can keep an overview of all customer journeys within Lely. 

Additional Information

• Working in an international environment at one of the most innovative organizations in the Netherlands; 
• Working at the modern Lely Campus in Maassluis; 
• Excellent working conditions, including 27 vacation days & 13 scheduled days off; 
• A salary range from 3600 to 4400 euros gross per month based on knowledge and experience, with an additional 8% holiday allowance. 
• An open working environment including flexible working hours and opportunities to work from home (minimum three days in the office and maximum two days at home) 
• Freedom in organizing your own work; 
• Good environment for personal development & growth; 
• Our Lely Academy with a range of different training courses; 
• #FitatLely program with our own Lely Gym where you can exercise for free, (online) sports lessons, masterclasses about working from home and other activities in the field of Body, Mind or Food. 

Recruitment & selection agency, consultancy, and/or staffing agency? We appreciate the interest, but we directly source all our candidates. We understand that as intermediaries, you may wish to present candidates for our exciting positions and contribute to our ambitions. However, this is not the approach we have established for our recruitment. This means that all unsolicited profiles offer