Customer Journey Designer

A sustainable, profitable, and enjoyable future for dairy farmers through the combination of robotics, engineering, and farming expertise. That's what we believe in.

It all started more than 75 years ago with the dream of two brothers in Maassluis. Since then, we have become a leading innovator in automated systems for dairy farmers around the world. With over 2,500 specialized professionals, we continuously work on the next agricultural revolutions.

While we still operate from our Campus in Maassluis, home to one of the most sustainable office buildings in the Netherlands, our impact extends far beyond. Together, we are committed to making dairy farming an attractive and viable profession for future generations.

As Customer Journey Designer, you turn customer insights into clear, practical journeys that help Lely deliver a consistent customer experience across channels and touchpoints. You own and further develop the journey mapping methodology for Lely. You also steer our customer experience management tool, TheyDo, and help business teams use both the methodology and tool effectively in their daily work.

You work within the Customer Experience team and collaborate with Business Teams, Clusters and colleagues across the organisation. You bring people together, facilitate journey design sessions and use data and defined metrics to identify where journeys can be improved.

This role suits someone who combines customer focus with structure, facilitation skills and a hands-on mindset. You make complex experiences understandable and help teams move from insight to concrete improvement.

What will you do?

You design and maintain end-to-end customer journey maps for our Lely propositions. You make customer needs, actions and touchpoints visible, and translate these into clear improvement opportunities.

You lead journey design sessions with colleagues from different teams and help them use a shared approach. You encourage Business Teams and the clusters to adopt the journey mapping methodology and continuously improve the customer experience.

You also define what data needs to be captured in our systems. You set the direction for how our Customer Journey mapping tool is used, maintain a clear and consistent way of working, support adoption across teams and ensure that journey information remains useful and up to date. Using agreed metrics and reports, you analyse journeys, monitor outcomes and support fact-based decisions about priorities and improvements.

A few highlights from your responsibilities

• Develop, apply and continuously improve Lely’s customer journey mapping methodology.
• Steer Lely’s customer experience management tool, including its way of working, adoption and continued improvement.
• Create clear end-to-end journey maps for Lely propositions.
• Facilitate journey design workshops and working sessions with cross-functional teams.
• Support Business Teams and clusters in applying and improving customer journeys.
• Define...