Global Head of Customer and Product Management

As Global Head of Customer & Product Management, you will lead DLL’s shift to a truly customer-centric, product-led and experience-driven organization.

You will define how customer propositions, products and journeys are designed, governed and continuously improved across the retail Flow, Concierge value streams — ensuring customer needs – based on customer and partner feedback, commercial priorities and operational realities translate into scalable, digitally enabled solutions.

Bringing together Customer Experience (XM), Product Management, Journey Ownership and Customer Insights into one global function, you will drive an enterprise-wide “customer-back” operating model, where you drive a customer focused mindset in the organization bringing those live via collaboration with country and market-based stakeholders.

You will lead teams across Customer Experience, Product Strategy & Optimization, Product Governance, EU Syndications and Concierge Journey Management to create a more aligned and future-fit and customer focused organization.

A key priority will be simplifying and standardizing DLL’s product landscape while maintaining the flexibility needed to serve diverse markets and customer segments. You will establish a disciplined, scalable product management approach that reduces unnecessary complexity, strengthens governance and enables consistent digital delivery.

Working across Commercial, Digital, Operations, Risk and Markets, you will ensure products, journeys and processes are designed in an integrated way—balancing customer experience, scalability, compliance and commercial value.

You will play a central role in embedding customer experience and product management into enterprise decision-making, target setting, transformation priorities and operating model evolution.

 

Your Mission

• Lead a team of 8 FTEs (mid/senior professionals)
• Define and lead DLL’s global Customer Experience (XM) and Product Management strategy
• Drive an enterprise-wide customer and partner experience agenda across markets and functions
• Implement a framework to capture customer feedback locally in a way that can be tracked and scaled globally for future product design and service delivery
• Design and govern differentiated propositions across Flow and Concierge 
• Align with Commercial Finance leadership to support XM within this high-value product and business line
• Simplify and standardize the product landscape, reducing non-value-adding variation
• Establish robust product governance, lifecycle management and standards
• Ensure products and journeys enable scalable, digital delivery across markets
• Lead global XM capabilities (governance, methodology, measurement and prioritization)
• Embed customer insights into proposition design, investment and prioritization decisions
• Elevate Flow and Concierge into clear, differentiated customer propositions
• Partner with Digital, Operations and Markets to operationalize products through shared platforms
• Define customer-centric KPIs and drive cross-functional accountability
• Build scalable capabilities in journey management, service design and customer insights
• Foster a culture of customer-centricity, simplification and continuous improvement
• Provide strategy, governance and frameworks for XM and Product Management towards DLL Markets

 

Skills and Capabilities Required

• Proven leadership in Customer Experience, Product Management or transformation roles
• Strong understanding of product operating models, governance and scalability
• Track record simplifying complex products, journeys or operating models
• Ability to balance standardization with market flexibility
• Experience leading cross-functional transformation across Commercial, Digital, Operations and Risk
• Strong stakeholder management and influencing at senior levels
• Data-driven mindset with the ability to translate insights into action
• Excellent communication and storytelling skills
• Comfortable leading through ambiguity and change

 

All members enjoy

• Work-Life Balance: Flexible working, including hybrid, designed to support you at every stage of life.

• Global and Inclusive Culture: A global and inclusive culture where your unique background and perspectives are valued.

• Two volunteering days: Two working days to contribute to charities and your community. 

• Comprehensive Benefits: Health, wellness, and financial programs and industry leading holiday package.

• Professional Growth: Access to training, mentorship, tuition reimbursement, and career development programs tailored to your goals. 

• Click this link to look at the benefits in your region.

 

Choose Wellbeing

At DLL, we recognize that investing in member wellbeing is essential for creating an inclusive and supportive work environment. This not only promotes personal and professional growth but also boosts productivity, engagement, and overall success. We focus on the following:

• Supporting Members During Moments That Matter: We provide dedicated support resources to help you navigate significant events in your work, your lifestyle, and your personal moments.
• Implementing Global Wellbeing Programs: We carefully select and implement programs that enhance our member’s experience.
• Embedding Wellbeing in Everything We Do: We integrate wellbeing into all our practices and policies to ensure it is a fundamental part of our culture.

 

Good to know

• The selection process may involve an assessment.

• For more information, please contact Ben Sumbler, Talent Acquisition Partner via [email protected]

 

Applicable pay range:

$193,784 - 290,676 USD [This applies to US only]

DLL is considering candidates in numerous locations. Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. For roles spanning multiple regions, salary ranges are based on local market salary benchmarks and will vary by region.

The pay estimate displayed represents the typical pay range for candidates hired for this position in the US only. Pay may be adjusted outside the projected range based on geographical differentiation as well as for any other lawful reason. Additional factors that may be used to determine your actual pay include your specific skills, years of relevant experience you possess, and other work-related qualifications. Many candidates may start in the bottom half of the applicable pay range, especially those with less experience or qualification.

This position is subject to the terms of DLL’s compensation plans and policies. Further, the position includes all other benefits provided to DLL employees, including healthcare benefits, vacation, sick leave, parental leave, possible discretionary bonuses, and all other benefits that are subject to eligibility. 

DLL is an equal-opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and an inclusive work environment. 

We’re dedicated to ensuring our hiring process is accessible to all. If you require accommodation at any stage, please inform your HR Partner.

DLL, a great place to build your career

DLL is a global asset finance company that partners with manufacturers, dealers, distributors, and end users to facilitate access to equipment and technology. Headquartered in Eindhoven, the Netherlands, we operate in over 25 countries, offering financial solutions across various industries. We are also a 100% subsidiary of our parent company Rabobank, one of the world’s largest financial companies. Join our community of over 6.000 members from 75 nationalities! At DLL, our unique culture — shaped by our values (We put our customers first -Together we achieve more-You can count on me - I challenge myself and others to grow) and behaviors that define us — is at the heart of everything we do.

We offer exciting job opportunities where you feel welcomed, respected and empowered to be your authentic self and share your best ideas. At DLL, we believe in the strength of our diverse perspectives and experiences, which make our global community thrive.

You’ll receive competitive pay, generous benefits, health and wellbeing support, and manage your work-life balance through our hybrid working flexibility.

Our global operations offer you a variety of development opportunities and we encourage you to take on new challenges across our departments, businesses and regions.

Our company strategy emphasizes our commitment to sustainable business and making social impact is part of that as well. Together, we’ll “Partner for a better world” to make a positive impact. Joining DLL, means joining a company that consistently scores higher than the industry average in Employee Engagement surveys. This is also being acknowledged through many Great Place to Work certificates. People who work at DLL, like DLL. 

Join us in Partnering for a better world!