Manager Customer Experience

As CX Manager, youare responsible for shaping and embedding Customer Experience & Journey Excellence across Lely. You ensure that our propositions,service sand 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-ledorganizationwhere decisions are driven by customer evidence and focused on customer outcomes.
You define and govern the customer journeymethodology, customer researchapproachand Voice of Customer framework. You help teams translate customer insights into improvement priorities, propositiondecisionsand roadmap investments. You ensure that customer journeys are measured,reviewed and continuously improved.
In this role, you lead a Customer Journey Designer andpotentialfuture CX capabilities. You create the standards,governance and development path that enables theorganizationto consistently improve customer experiences r key responsibilities   Define and evolve Lely's Customer Experience vision and strategy.
Establish andmaintaina company-wide CX governance model.
Build customer-centric ways of working across Business Teams and competences.
Own the end-to-end customer journey framework and methodology.
Createoneintegrated approach for customer research and Voice of Customer and translate insights into actionable recommendations for Business Teams and roadmap decisions.
Define and monitor CX KPIsand ensure customer experience improvements result in measurable business value.
Master's degree in Business, Marketing, Design,Innovationora related field.
8+ years of experience in Customer Experience, Proposition Management, Service Design, Customer Insightsora related domain.
Proven experience leading customer-centric transformation initiatives.
Experience influencing senior stakeholders across multiple disciplines.
Strong knowledge of customer journeys, customer research, Voice of Customer and journey management practices.
Experience working in complex internationalorganizations.
Excellent facilitation,communication and leadership skills.
Strong analytical mindset combined with a passion for understanding customer needs.
What you can expect from us  Working at Lely means contributing to sustainable progress within one of the most innovative organizations in the Netherlands. You help make the agricultural sector more futureproof, and we ensure you have the space, resources, and support to do so.
An international work environment that values collaboration, initiative, and diverse perspectives.
A culture that encourages learning, experimentation, and ownership of ideas.
Excellent employment conditions, including up to 8 weeks of vacation per year and a strong pension scheme.
A salary range of €6,600 – €9,400 gross per month, with clear opportunities for growth within the scale.
Full ownership of your own development, with access to a wide range of courses through the Lely Academy.
Daily access to outstanding sports facilities at the Lely Campus: an indoor gym, outdoor padel courts, basketball and volleyball courts, table tennis, and table football. You can join Hyrox workouts or sign up for personal training and challenge your colleagues during an active break.
Fresh coffee and tea from our own barista (with milk from our own farm) and a healthy, affordable company restaurant.
Work-life balance   A healthy work-life balance thanks to our hybrid working policy: you work at least three days a week on Campus, with flexible hours and plenty of opportunity to spend additional time onsite (between 06:00 and 20:00).
A free shuttle bus that…