Customer Journey Design Specialist

Mercedes Benz Farmington, MI
About Us:

Mercedes-Benz Financial Services is a leading captive automotive financial services provider within Daimler Financial Services, which operates in 40 countries as the global financial services arm of Daimler AG. In the U.S., the corporate headquarters for the Americas Region, we operate under the brands of Mercedes-Benz Financial Services and Daimler Truck Financial. In the Americas Region we also have business operations in Canada, Mexico, Argentina and Brazil.

To achieve our goal of being the first-choice provider of vehicle financial products and services that support our brands, dealers and customers, we are looking for talented, diverse and inspired people with the skills, experience and innovative spirit to provide a first-class experience at every turn. We are committed to providing a great workplace environment that fosters a culture of openness, support and camaraderie. Our employee programs and benefits are reflective of our values and are designed to promote growth, balance and wellness in many aspects of your career and life. To see other programs and benefits we offer, visit our website at

Job Overview:

To better understand our customers' needs and desires, we must understand their experience with us at every interaction. The Customer Journey Design strategy will enable DFS to understand our customers at a global and local level, providing insights that will enable the delivery of interactions that exceed these needs and desires. The Customer Journey Design (CJD) Specialist will lead and support all aspects of the Customer Journey Design strategy for the Americas, including defining customer personas, customer segments and creating a customer journey that represents all touch points for our customers. Being a part of a global team, the CJD Specialist will help ensure an optimal balance between the support of our local Americas Region internal customers and the strategic direction of our global strategy. This role will serve as the connection point between the customer journey design activities and business operations, the Digital Solutions Center (DSC) and other relevant stakeholders (i.e. Insurance, Marketing, Sales, etc). A CJD Specialist will enable the strategy by helping to network and bring groups together to align to a common goal, having a mindset to understand and help drive our strategic direction, and have a capacity to understand, interpret and share customer data and insights to our team, our vendor partner and our stakeholders. Travel to other Daimler affiliates within the Americas Region (possible international travel) for events, meetings, conferences and to support customer journey design activities across the Americas.


PROJECT MANAGAMENT: Lead and manage the Customer Journey Design strategy for the Americas. This will include but is not limited to: Monitoring, tracking and reporting on all aspects of the CJD Strategy for the Americas; Scheduling and leading workshops/meetings necessary to advance the strategy and activities; Ensure timely delivery of activities from business partners and the vendor partner; monitor and track necessary action items and tasks to ensure timely and successful completion. (40%)

VENDOR RELATIONS AND SUPPORT: Be the key point of contact for the CJD vendor partner for the Americas. Lead and participate in ongoing status meetings. Track, monitor and ensure timely delivery of vendor partner tasks and ensure the vendor partner is provided with data, intelligence, insights and any other information or assets that support them in the successful fulfillment of their tasks and the overall CJD strategy. (20%)

COMMUNICATION: Provide support for CJD Strategy updates to various audiences at multiple levels. This will include the creation of PowerPoint presentations, distribution of emails and leading/participating in meetings, workshops and discussions with key stakeholders or interested parties. Communication activities will also enable the gathering of information and feedback from key stakeholders or SME's for initiation and successful closure of deliverables and tasks. Collaboration and communication with global CJD colleagues from other markets to support best practice sharing and alignment of activities. (20%)

CUSTOMER JOURNEY DESIGN: Oversee and support the creation of customer journey maps, customer personas, customer segments and user stories that represent the overall customer journey for the Americas. Support the activities that translate customer journey maps into the delivery of tangible improvements and digitization of customer touch points in collaboration with business partners and the DSC. (20%)

This position requires a minimum of 5 years experience. Preferred experience includes:

* Business-5 Years experience

* Communications-2 Years experience

* Customer Service-1 Years experience

* Strategy-1 Years experience

* Vendor Management-1 Years experience

Additional Knowledge:

* Project Management-5 Years experience

* PMP Certification is preferred

* International Responsibilities- Our team reports directly to Germany and is a part of a global organization (Customer Experience Organization). Virtual and electronic collaboration with colleagues across all Daimler regions (AMS, China, AAP, Europe) will be required. Some travel to markets in the AMS region may be necessary (US, Canada, Mexico, Latin America)

Bachelor's degree is required. Preferred majors include:

* Business Administration

* Computer/Information Science

* Information Technology

* Finance

* Economics

* Marketing


* Analytical Skills-Ability to collect data and establish facts and identify trends and variances

* PC Skills-Microsoft Office

* Project Management Skills-Project leader

Applicants must be legally authorized to work in the U.S. at the time of application. Relocation assistance will not be provided for this position.

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Mercedes-Benz Financial Services offers competitive salary commensurate with experience and a full suite of benefits including 401(K) with match, generous vacation and personal time, performance-based bonuses, a Mercedes-Benz car program and more.



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