Interim Customer Experience Expert (Logistics/Parcel) — Brussels
We are supporting a leading Worldwide logistics & e‐commerce parcels group on a company‐wide, customer‐centric transformation. To accelerate this journey, we're looking for an Interim Customer Experience (CX) Expert who will represent the end‐receiver's voice and translate outside‐in best practices into a future‐proof experience across digital and physical touchpoints.
Your mission
- Lead receiver‐centric journey design: uncover unmet needs, map friction points, define experience principles
- Build practical segmentation (behavioral / needs / value) and segment‐specific propositions
- Benchmark outside‐in best practices (proactive comms, delivery flexibility, self‐service), challenge assumptions
- Align stakeholders across business & IT; orchestrate solution alignment and decisions
- Convert insights into a delivery roadmap; drive workshops and steer delivery quality
- Define KPIs & value case (e.g., NPS, first‐time delivery rate, FCR, digital self‐service adoption)
What you bring
- 10–12+ years in CX strategy / service design / customer transformation
- Strong track record turning insights & segmentation into tangible experience improvements
- Comfortable working hands‐on with business analysts, data teams, marketing & operations
- Credible challenger with excellent facilitation and storytelling skills
- Experience in parcel/logistics, last‐mile or high‐volume B2C/B2B services is a plus
- Languages: strong English, French & Dutch
Assignment
- Start: ASAP | Duration: approx. 6 months | Location: Belgium/Brussels