Manager Customer Experience

Company Description

Lely, founded in 1948, is committed to creating a sustainable, profitable, and enjoyable future in agriculture. Driven by the challenges farmers face and the needs of cows, we develop high-quality robots and data systems that improve animal welfare, flexibility, and productivity on dairy farms. Our mission is to support sustainable food production.

For more than 30 years, we have been a global leader in the sales and service of automated systems for successive generations of dairy farmers. Every day, we inspire our colleagues to provide customers with innovative solutions and to be a reliable partner for long-term advice and support. With our state-of-the-art Lely Campus in Maassluis and a worldwide network of dedicated Lely Centers offering tailored sales and service, Lely operates in more than fifty countries.

Job Description

As CX Manager, you are responsible for shaping and embedding Customer Experience & Journey Excellence across Lely. You ensure that our propositions, services and support activities create one consistent and valuable experience for our customers.

You lead the Customer Experience function within Proposition Management and act as the connecting force between Business Teams, Product Development, Service Development, Marketing, Sales, Clusters and Lely Centers. Your mission is to create a customer-led organization where decisions are driven by customer evidence and focused on customer outcomes.

You define and govern the customer journey methodology, customer research approach and Voice of Customer framework. You help teams translate customer insights into improvement priorities, proposition decisions and roadmap investments. You ensure that customer journeys are measured, reviewed and continuously improved.

In this role, you lead a Customer Journey Designer and potential future CX capabilities. You create the standards,...