Director Digital Customer Experience Research

vor 2 Monaten

Bonn, Deutschland Deutsche Post & DHL Vollzeit

**Director Digital Customer Experience Research & Design (M/F/d) weekly working time of 40 hours. Mondays to Fridays.**

TODAY, YOU’RE STIMULATING THE WAY A CUSTOMER SUCCEEDS.

TOMORROW, YOU’RE SHAPING THE WAY THE WORLD WORKS.

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

Customer Solutions & Innovation (CSI) is DHL's cross-divisional commercial and innovation unit. We are responsible for managing about 100 of DHL's largest and most strategically important customers providing them with sector expertise, best in class account management and most innovative products & solutions.

**Tasks**:
**Principal Accountabilities**:

- You and your team provide product owners with important customer insights through CX research. You identify the right questions with your stakeholders, define research methods and generate helpful customer insights yourself or via suppliers
- Discussing with stakeholders across the team and DHL help you to identify relevant design areas and research questions. You establish an atmosphere of open communication and respect with all colleagues involved.
- You manage the relationship to relevant research and design providers and manage the respective budget process
- As a teamlead, you manage staffing questions and develop & coach your team members. You are responsible for creating a positive working atmosphere that results in great outputs

**Knowledge, Skills and Experience**:

- Extensive experience in preparing, conducting, and analyzing qualitative and quantitative surveys/interviews/usability tests (including designing interview guides, recruiting participants, conducting and analyzing in-depth interviews, quantitative/statistical analysis in Excel, R, STATA, or SPSS).
- First-hand familiarity with managing quantitative and qualitative research, interviews, panel discussions, user testing, etc.
- Proven record to lead a small team and manage multi-stakeholder projects
- Ability to manage multiple 3rd party vendors as well as procurement and budgeting processes
- Very high level of self-organization and ability to oversee and handle multiple projects and team members
- Team player who enjoys working together with stakeholders from all over DHL group
- International mindset with excellent communication skills in a global environment
- Experience in the logistics sector preferable
- Bachelor / Master Degree in Business, Psychology, Socialogy, Economics, IT, Design or similar
- 10+ years of professional experience in a relevant environment (e.g. CX/UX Design & Research, Interaction design, information architecture, etc.)
- Digital portfolio or work samples
- Previous experiences as a teamlead in a multi-national professional environment
- Fluency in English required, fluency in German preferred

**Your benefits**:
We offer excellent employee benefits, a competitive salary package and great development opportunities.

**Your contact**:
**CONNECTING PEOPLE. IMPROVING LIVES.

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