Head of First Choice and NPA

Head Of First Choice And NPA VOICE

Our people make DHL great! We know each employee's individual contributions make us the #1 Express Delivery and Logistics Company in the world. DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

The Head of First Choice and NPA VOICE position is a role dedicated to support and drive First Choice improvement activities, customer experience analysis through VOICE and engagement in general.

Key Accountabilities:

• Analyze improvement areas and data analysis in detail to help drive sustained solutions to improve customer experience, quality and productivity
• Provide monthly updates to USMB and Senior Leaders regarding customer experience from VOICE
• Facilitate cross functional ICCC Committee to work on activities to improve customer experience based on feedback in Voice, ICCC Quarterly Scores and other voice of customer sources
• Provide First Choice know-how to First Choice Champions and Advisors to set up, analyze, and control the implementation of assigned initiative and activities
• Coaches' leadership teams, First Choice Champions, Advisors (i.e. stakeholder management/change management/FC tools) to deliver measurable and sustained results for the business functions
• Conducts First Choice training and provides support on follow up training activities across all functional groups in support of Focus Strategy and DHL Strategy 2030
• Prepares and executes workshops to derive solutions for customer experience and business issues by application of DMAIC, Gemba 5S, ImpAct, PDs and all other FC tools required to support improvement based on Voice of Customer (VOC) and/or Voice of Business (VOB)
• Ensure BDPs are identified and implemented across all areas and functions to drive cost avoidance, revenue enhancements, quality and sustainable growth
• Utilize First Choice tools to improve EOS results in active leadership and employee engagement with a continuous improvement mindset as part of our See It Sort It Fix It for a Common DNA

Skills/Qualifications:

• Typically requires a Bachelor's degree in a related field.
• First Choice certification or Six Sigma equivalent certification required.
• 2+ years of leadership and/or project management experience preferred with extensive knowledge of DHL processes and procedures.
• First Choice Head must be trained in First Choice methodology (DMAIC + Lean, Gemba, 5S, ImpAct. PDs etc.)
• Must possess strong analytical and communication skills.

Employee Benefits & Incentives:

DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry They include:

• Competitive Pay
• Bonus/Incentive Programs
• Retirement Savings 401K with company match
• Medical, Dental, Vision, well-being programs
• Tuition Reimbursement
• Generous Paid Time Off Starting at 4 Weeks (PT/FT)
• Paid Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Outstanding training opportunities

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.