Deutsche Post DHL Group
před 10 dny

About the role :

IT Shared Services consolidates the IT demand from all divisions of DPDHL Group, designs new services, and holds the role of product owner for all group-

wide IT shared services. ITSS harmonizes the IT infrastructure landscape and aims to improve IT performance across the Group, by setting common IT standards, applying new technologies efficiently and effectively to keep offered services up to date, and by ensuring cost-

efficient sourcing of services to minimize cash out.

The department Service Integration and Management (SIAM) coordinates and consolidates the management of individual services from internal and / or external Suppliers and Third Parties in the provisioning of end-

to-end services, and ensures that these services meet business objectives and requirements. SIAM ensures appropriate contract frameworks, processes, tools & governance are in place to serve as a DPDHL Service Management Backbone , thus enabling the IT Services organization to provide services that meet the performance, quality and cost targets of all Business Units.

Within Service Integration and Management, the Customer Experience team works with the ITSS Towers as well as divisions on a wide range of exciting topics regarding Customer Experience.

This involves the optimization of various processes which require interaction with the user community, ranging from Ordering through Delivery into ongoing Support.

All of this is done in close collaboration with the Request IT team.

Your work :

  • Support key Stakeholders to drive and pursue innovative ideas in the area of customer experience
  • Develop Customer Experience Design framework to redesign impactful customer experiences
  • Customer Experience Mapping supporting the ITSS product managers as well as Services / Product Managers from the divisions (mainly via workshops)
  • Identify multi-channel opportunities through Request IT, Chatbot, Service Desk or other interaction channels
  • Define and implement metrics to measure Customer Experience (i.e. CEX score)
  • Conduct or direct primary and secondary research to develop a deep understanding of current-state Customer Experiences and marketplace best practices
  • Develop and apply prioritization framework to identify most impactful customer journey experiences
  • Synthesize current state research into easily digestible findings, outlining targeted areas for improvement
  • Create and present readout presentations to cross-functional partners and business leaders
  • Plan and lead cross-functional design sessions that leverage key findings from the current state analysis and utilize Design Thinking tools and techniques to redesign customer experiences and articulate the future vision
  • Create and design content or processes adhering to customer-centric principles
  • Provide recommendations and develop business cases for approval and resourcing of improvements. Work with functional partners to develop implementation plan and approach
  • Establish measurement and monitoring plan for newly designed customer experiences
  • You should have :

  • University / University of Applied Sciences Master’s degree
  • At least 2 years of professional experience in IT, service management or consulting
  • Good knowledge of the business of the DPDHL divisions, practical project experience in at least one division preferred
  • Good expertise in the area of infrastructure services
  • Comprehensive knowledge in the areas of system architecture, business process analysis and design
  • Strong Interpersonal and Influencing Skills
  • Good attention to details with capacity to prioritize
  • Customer oriented : Focused on identifying and meeting customer needs
  • Self-motivated and proactive with excellent organizational skills
  • A good decision-maker with the ability to work on own initiative
  • Knowledge of Information Technology, IT Strategy and IT service delivery and knowledge of ITS methodologies & good-practice frameworks (i.e. ITIL, COBiT)
  • Experience in IT project management and knowledge of ITS methodologies (i.e. PRINCE2, PMI, MSP)
  • Consultancy skills, especially an ability to translate business (process) requirements into IT solutions
  • Good analytical and conceptual skills, solid problem-solving skills
  • Entrepreneurial and innovative mindset and working style
  • Capable of working in international environment
  • Very good Microsoft Office knowledge
  • Very good German language skills / proficient usage (B2 C1 skill level)
  • Very good English language skills / proficient usage (B2 C1 skill level)
  • We offer :

  • Great team of IT professionals and possibility of technical development
  • Extra week of holiday (25 days / year)
  • 6 Self-sickness days / year
  • Permanent contract
  • Full salary compensation for up to 10 days absence due to illness per calendar year
  • Lunch and FlexiPass vouchers fully covered by DHL
  • On-going professional and technical trainings and certifications
  • Huge number of internal job opportunities within the company
  • Modern offices, informal and friendly culture
  • Pension plan contribution
  • Multisport card
  • Mobile and laptop
  • Employee Referral Program
  • Company sponsorship of various sports and social clubs
  • Home office possibilities
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