Journey Manager Post Purchase CX (mvx)

About us

At Dyson we are encouraged to think differently challenge convention and be unafraid to make mistakes. Were creative collaborative practical and enthusiastic.

Join a pioneering company obsessed with solving problems not just selling products. Push boundaries in customer satisfaction and create service experiences that become benchmarks for the industry.

About the Role

As a Journey Manager you willbe responsible fordesigning andoptimizingpost-purchasecustomer journeys. Your mission is tobuildcustomertrust and confidence to drive loyalty and advocacy. You willensurecompetitiveseamlessreliableand transparent processes and communications across post-purchaseomnichanneljourneys.

You will work cross-functionally withvariousCustomer Functionand wider business teamstomanage journeysidentifypain points streamlineprocesses enhance communications and proactively resolvejourney issues.

Key Responsibilities

Experience Strategy

• Design global post-purchase journeysthatarecompetitive celebrate customer milestones recognize loyaltyandarealigned to broader post-purchase and Dyson strategies.

• Define and implementinitiatives thatenhance or rethinkthepost-purchase experience.

• Focus onacustomercentric personalizeddigitaland self-servicefirstapproachwhileremainingstrategicinomnichannel design.

• Ensureeach journey segment haswholisticpost-purchasealignment is scalable and is locally relevant.

• Drive increased adoptionand awareness andenhancedjourneyengagementto support long-term satisfaction.

• Build emotional connections for long-term retention.

• Hear value and inspire customers into brand advocacy.

Journey Mapping & Optimization

• Visually map journeys from thecustomersperspective; be Dysons key journey expert.

• Continuouslyresearch refine andimprove post-purchase journeysacross all customer segments and channels.

• Collaterelatedbusiness process mapsidentifygaps and driveaction with functional owners.

• Create andmaintainrelevant content guides and communication context for post-purchase journeys.

Data & Insights

• Gather and analyze data and insights internally and externally toidentifyissues trends and opportunities.

• Speak comfortably about benchmarking insights and howDysonjourneyscomparecompetitively.

• Define align track and narrateexperienceKPIs.

• Use insights to drive continuous improvement and enhance operational efficiency.

• Hypothesize outcomesandconduct A/B testing to validate

Customer Communication & Transparency

• Streamline and improve or develop proactive and clearcustomer communications.

• Ensure customers are informed and reassuredthroughout the journey.

Issue Resolution & Escalation Management

• Identify track and create continuous feedback loops for pain/friction in journeys. Articulate impact and advocate for improvement.

• Intake support and track action against contactdrivers complaints escalations and negative customer sentiment.

• Implement feedback loops to resolve root causes and prevent repeat narrate root cause and impact analysis.

Cross-Functional Collaboration

• Collaborate withvarious teamsto align customer expectations with capabilitiesand drive enhancement of capabilities where they do not meetexpectations.

• Act as the voice of the customer in all cross-functional with teams to ensure a consistent and customer-centric experience.

• Partner toproactively resolve issues.

• Create andmaintainrelevant content guides and communication context for post-purchase journeys in collaboration with functional owners.

• Align strategy amongstwidegroup of stakeholders. Gain buy-in define risk/impact advocate for change speak comfortably oncurrent and future capabilities.

• Ensure policies are customer friendly while maintaining compliance with localrequirements.

• Facilitateand engage incross-functional workshopsto embed customer voice in business processes.

About you

• 4 years of experience in customer experience operationslifecycle or product marketing product management service designor journey management.

• Strong understanding of processes systems and customer expectations.

• Experience with journey mapping service design and customer feedback platforms.

• Analytical mindset with the ability to translate data into actionable improvements.

• Excellent communication and stakeholder management skills.

• Experience in e-commerce retailconnected devicesomnichannel support environment B2B and B2C are a plus.

• Experience in various software including/not limited to:Mixpanel Amplitude Tableau Salesforce GainsightTotango MiroLucidchart Medallia QualtricsSurveyMonkeyTypeform

Benefits

At Dyson Reward goes beyond just salary and bonuses. Through a comprehensive package of Financial Lifestyle and Health Benefits we provide support tailored to every stage of life and the moments that matter most.

Working policy

At Dyson our vibrant campus culture is built on in-person collaboration creativity and shared learning. Working side by side not only fuels our innovation but also creates a strong sense of belonging. To nurture this dynamic and inclusive environment we do not offer a regular hybrid working arrangement.

Please note: New employees to Dyson in The Netherlands commence employment on a 12-month fixed-term basis

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Dyson is an equal opportunity employer. We know that great minds dont think alike and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race colour religion national or ethnic origin sex sexual orientation gender identity or expression age disability protected veteran status or other any other dimension of diversity.