Job Description
Why join us
Own your career at Nutreco, an SHV company. Our purpose of Feeding the Future unites us into one team, all working together to achieve a meaningful, global impact for generations to come. Empowering and investing in our people and our planet is at the heart of everything we do.
When you join us as Program Manager – Service & Experience Design within our Global Digital Customer team, you will play a central role in driving Nutreco’s digital service transformation. You will lead global initiatives that elevate customer experience, shape digital service design, and deliver measurable business value. This position is a key enabler of Nutreco’s Digital Customer Experience (DCX) strategy.
What you’ll do
Digital platforms, automation, and AI are essential; but true value is only created when service experiences are intentionally designed, integrated across channels, and adopted at scale. This role ensures Nutreco’s service ambitions become real, measurable improvements for customers and frontline teams.
- Lead global digital customer service transformation programs rooted in service design principles, including journey mapping, pain‑point analysis, and opportunity prioritization.
- Own the governance of the global digital customer service roadmap (CCaaS, automation, experience enablers).
- Translate DCX service ambitions into integrated, cross‑functional delivery plans across design, process, technology, data, and change.
- Ensure projects are delivered on time, on budget, and aligned with strategic priorities.
- Orchestrate delivery across Service, CX, IT, Data, Hyperautomation, external vendors, and OpCos.
- Ensure scalable integration and alignment with enterprise architecture and digital release cadences.
- Apply structured change management to accelerate adoption of self‑service, AI‑enabled tools, and redesigned journeys.
- Track program performance against DCX metrics (customer effort, service friction, adoption, satisfaction).
- Monitor outcome indicators such as productivity gains, cost efficiency, and business impact.
Who we’re looking for
- Bachelor’s or Master’s degree in Business, Digital, Innovation, Service Design, or a related field.
- Minimum of 8+ years of experience in digital transformation, service transformation, or large‑scale program leadership.
- Proven track record delivering complex transformation programs in global, matrixed environments.
- Deep expertise in service design & CX, including journey mapping, effort reduction, blueprinting, and digital service flows.
- Strong knowledge of change leadership, adoption management, and scaling new ways of working.
- Comfortable working across strategy, design, technology, and execution.
- Strong stakeholder management: clear, structured communicator who can influence across levels and cultures.
- Analytical mindset with the ability to track and translate KPIs into actionable insights.
- Fluent in English; other languages are an asset.
What you’ll receive
- A full-time hybrid position (40 hours/week) in an international, dynamic environment.
- Competitive remuneration package with a good pension scheme.
- 30 vacation days, with the option to sell or purchase a limited number of days.
- Opportunities for professional growth within Nutreco and the broader SHV Group.
- Flexible work environment with the option to work from home several days per week.
How and why to find out more
We can offer you a rewarding career with real meaning and purpose. Where you’ll feel proud of the impactful role you perform every day and the part you play in Feeding the Future. So, if you’re interested in joining us, get ready to own your progress, your potential, and your career. For more information, please contact Eniola Apara at eniola.apara@nutreco.com #OwnIt
