About this role
About the role: What's in the box
As part of the Global Logistics Standards team, you will be the function's custodian of customer experience by owning the Delivery Experience (DX) Framework and using it to challenge regions on their strategies and decisions.
With a strong governance mandate, you will hold different regions and markets accountable to a global framework that defines what high-quality delivery experience looks like, and surfaces where operational performance or local decision-making is putting that standard at risk.
Please note that this position is a 24-months fixed-term contract (with the aim of converting it to a permanent position afterwards).
What you’ll do: The Recipe
• Own and evolve the DX Framework - the global standard that defines what good delivery experience looks like across delivery speed, customer choice, reliability, and promise adherence; keeping it current, evidence-based, and practically usable for market teams.
• Challenge regions on strategies and decisions through the DX Framework lens by identifying where local choices around delivery offering, capacity management, or operational configuration create customer experience risk, and driving alignment to global standards.
• Monitor delivery experience performance across all markets, flag where performance or decision-making diverges from DX standards, and ensure delivery experience metrics are integrated into the function's broader performance reporting.
• Connect operational performance to customer experience outcomes translating logistics performance deviations into delivery experience impact and building the evidence base for governance challenge.
• Define global standards and ways of working for demand shaping tools, ensuring operational constraints should be reflected in delivery availability decisions consistently across all markets, in partnership with Tech.
• Establish guardrails and decision frameworks for faster delivery options, including the guardrails and decision frameworks that govern how markets offer and manage faster delivery propositions consistently and commercially.
• Maintain cross-market DX benchmarking and deviation logs by tracking where regions diverge from the DX Framework, driving structured corrective action, and escalating persistent breaches where required.
What you’ll bring: The Ingredients
• 5+ of experience in logistics, customer experience, or commercial/operations roles, ideally with exposure to delivery proposition design, performance governance, or operational standards.
• Strong analytical skills and comfortability in using operational as well as customer-facing data to assess how network decisions affect delivery experience outcomes.
• Proven track record in challenging and influencing operational teams through data and structured frameworks, without direct authority, and the interpersonal credibility to make that challenge land.
• Experience maintaining or evolving operational framework