CSI Head of Customer Experience

Chicago, Illinois, United States DHL Customer Solutions & Innovation req76860 19/04/2019

We are looking for a talented and highly motivated Head of Customer Experience for our upcoming DHL Americas Innovation Center (AMIC) – a brand new, state-of-the-art facility focused on engaging startups and industries on the future of logistics. Our new Innovation Center will host visits from over 5,000 supply chain and industry professionals annually and will be the latest addition to DHL’s Innovation Centers in Germany and Singapore. The facility is located in Rosemont, Illinois.

As our Innovation Center is scheduled to launch in September 2019, this unique role provides the chance to be an integral part of the founding team to shape and launch foundational processes and partnerships, as well as to then drive operational excellence once the Innovation Center is fully operational. This is a team lead role and will require you to provide strategic direction and management of the Customer Experience team to ensure smooth operations of visits and large events that will be hosted at the Innovation Center.

Key Responsibilities

  • Oversee all incoming bookings and event requests at the Innovation Center and strategically prioritize requests based on alignment to business priorities
  • Carefully manage Innovation Center pipeline and capacity planning for all incoming requests
  • Manage the Customer Experience team and coordinate with the wider Innovation Center team and external suppliers to ensure each visit is prepared and executed seamlessly
  • Successfully operate the booking and event management tool and ensure a streamlined approach to all processes
  • Manage large-scale events of up to 300 guests at the Innovation Center, coordinating with internal events managers as well as external event vendors
  • Collect and assess visitor feedback in a structured way in the form of quarterly business reports to DHL management 
  • Develop new service offerings and event formats to continuously improve the Innovation Center experience
  • Manage the relationship and coordinate with external providers (e.g. catering)
  • Establish and ensure compliance to standard operating procedures for the Customer Experience function at the Innovation Center
  • Manage the customer experience budget and ensure smooth invoicing


  • University Degree required – typically BS/BA in related discipline and 8-11 years’ experience in related field OR MS/MA and generally 5-7 years’ experience in related field
  • Passionate about driving excellent customer service
  • Strong background in hospitality, marketing, or event management
  • Ability to motivate and steer cross-functional teams
  • Sound operational and process management skills
  • Intercultural knowledge and understanding
  • Strong communicational skills
  • Fluent in written and spoken English
  • ≥ 5 years of professional experience desired

DHL is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.

Facts and Figures

  • Working Hours


  • Business Unit

    DHL Customer Solutions & Innovation Americas

  • Travel Required

    Below 50%

  • Employment Type

    Permanent Full-Time

  • Work Permit Required


  • Shift Requirement

    Day time only