Customer Journey Designer

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 the customer journey data that needs to be captured in relevant systems.
• Analyse journeys using agreed metrics, reports and customer evidence.
• Translate insights into concrete improvement opportunities and support prioritisation.
• Communicate complex customer experience topics in a clear and engaging way.

What is your experience?

• A higher professional or university level of working and thinking, preferably in service design, customer experience, business, marketing or a related field.
• 3 years of relevant experience in customer journey design, service design, customer experience or a comparable role.
• Demonstrable experience creating and improving customer journey maps.
• Experience owning or administering a customer journey management platform. Experience with TheyDo is an advantage.
• Strong facilitation skills and experience leading workshops with different stakeholder groups.
• Ability to translate customer insights and data into clear priorities and practical improvements.
• Comfortable working across teams in an international and matrix organisation.
• Clear communication and presentation skills.
• A proactive, hands-on mindset and a strong focus on continuous improvement.
• Fluent in English.
• To be eligible for this position, you must be residing in the Netherlands.

What you can expect from us

Working at Lely means contributing to sustainable progress at one of the most innovative organizations in the Netherlands. You help future-proof the agricultural sector, and in return, we ensure you have the freedom, resources, and support to make a real impact.

• An international working environment that encourages initiative, ownership, and entrepreneurship.
• An excellent benefits package, including up to 8 weeks of holiday per year and a strong pension scheme.
• Strong development opportunities: you are in control of your own growth and can choose from a wide range of training programs through our Lely Academy, from personal development courses to specialized professional training.
• Our modern Lely Campus offers extensive sports facilities, including an indoor gym, outdoor padel courts, outdoor basketball and volleyball courts, table tennis, and table football. Join Hyrox workouts, sign up for personal training, or challenge your colleagues during an active break.
• Enjoy fresh coffee and tea prepared by our in-house barista, with milk sourced directly from our farm, as well as a healthy and affordable company restaurant.
• A healthy work-life balance supported by our hybrid working policy: you work on campus at least three days per week, with flexible working hours and the freedom to spend additional time on-site between 06:00 and 20:00.
• A complimentary shuttle service takes you to and from the Maassluis metro station, helping your workday start and end smoothly.
• Success deserves to be celebrated. From work anniversaries to Christmas parties, at Lely we know how to make special moments memorable.

About Lely

Lely is a leading innovator in automated systems for dairy farmers around the world. With over 2,500 specialized professionals, the company continuously works on the next agricultural revolutions.

Together, we are committed to making dairy farming an attractive and viable profession for future generations.