Journey/Value Chain Manager SME

Of course, as an employer, we also have a lot to offer you. This is what you get from us: 

• A gross monthly salary of at least €5,216 and a maximum of €7,843 depending on your work experience, based on 40 hours, excluding 8% holiday allowance 
• 13th month, part of it is paid out monthly and part in January of the following year. Or you can put it towards a FLEX & BOOST goal of your choice! Click here to read more about it
• An annual individual and collective increase in accordance with our CAO
• € 1500 per year in availability budget that you may use at your own discretion for, for example, training, coaching, and courses
• Flexible days off: our colleagues may decide for themselves (in consultation with the manager) how they manage their leave
• A good work-life balance (such as 2 days in the office, 3 days at home, transition leave, exchanging a public holiday for a holiday of your religious or cultural preference)
• Home office workshop to optimally set up your workspace at home, including a mobile phone & laptop, of course
• 50% discount on our products and services, so you can browse the internet, call, and stream affordably
• Good travel expense reimbursement: you receive full reimbursement for your public transport costs or € 0.23 per kilometer if you travel by car. Prefer to come by bike? Then you can claim our bicycle allowance of € 0.40 per kilometer
• Possibility to purchase a lease bike that KPN contributes to monthly (with an indefinite contract): from city bikes to e-bikes and from racing bikes to speed-pedelecs; you choose what you ride
• Excellent pension conditions: a total contribution of 25% of your pensionable salary, of which KPN contributes 17.5% and you 7.5%.

Our belief in technology is great. This becomes even more powerful together with human contact, which is why we would love to meet you! 

Would you like to know more? Please contact our recruiter Amina via amina.fajjia@kpn.com

At KPN, we have recruitment talent that works together smartly and thus wins. Therefore, acquisition in response to this vacancy is not appreciated. 

As Journey/Value Chain Manager KPN EEN, you provide direction to an important part of the end-to-end customer journey and the underlying value chain. You combine customer journey management, value chain management, and data-driven improvement to make service for business customers easier, smarter, and more proactive. In doing so, you accelerate the application of AI, digitalization, and automation and translate customer and chain needs into concrete improvements and requirements.

You look beyond teams, processes, systems, and contact channels, and make it clear where customers get stuck and where the greatest opportunities for improvement lie. Together with stakeholders, you determine which improvements yield the most value and provide substantive direction on how the customer journey should further develop. You bring the right parties together, assess together with experts which solutions fit the desired customer and chain outcomes, and ensure that improvements are actually realized.

In this role:

• You make the performance of the customer journey and underlying value chain transparent and map out the structural causes of problems
• You translate customer feedback, data, and operational signals into a prioritized improvement agenda
• You provide substantive direction to the development of the customer journey and translate customer and chain needs into clear requirements
• Together with Operations, Digital, Products, and IT, you assess which solutions best align with these requirements
• You identify opportunities where AI, automation, and digitalization can remove customer friction or reduce operational effort
• You translate AI opportunities into concrete use cases and help bring these quickly from idea to experiment and implementation
• You bring various chain partners together around common goals and direct cross-chain improvements
• You monitor dependencies, progress, and results, and test whether improvements actually deliver the desired impact
• You look ahead to the customer journey of the future and investigate where new technology can fundamentally improve or simplify existing journeys

In this way, you ensure that KPN EEN not only continuously improves today's service, but also accelerates towards an increasingly digital and AI-driven service.

You are someone who knows how to quickly get to the core of complex issues. In doing so, you always look from the perspective of the customer AND from the perspective of value for KPN. You get energy from connecting different disciplines and know how to provide direction even without formal authority. You are curious about new technology and quickly see where AI or automation can make a difference. At the same time, you remain critical: technology is not an end in itself. Ultimately, the result for the customer and the organization is what counts.