At TVH, customer centricity is already part of our DNA. Now we’re looking for someone to help strengthen and scale it across every level of the business. As our new Customer Experience Expert (CX Expert), you’ll bring energy, structure and engagement to our customer experience programs, making sure the voice of the customer leads to meaningful change. You'll play a key role in turning insights into action, building a strong CX culture, and helping teams connect customer feedback to business impact.

You will report to the Global CX Manager and work closely with the Voice of the Customer team and cross-functional teams around the world. If you’re someone who loves driving change, creating engagement, and connecting people around a common goal, we’d love to hear from you!

Apply now to join our journey to make customer needs everyone’s priority.

Your role and responsibilities

As our CX Expert, you’ll help bring the voice of the customer to life inside TVH, from awareness to action.

CX Culture & Awareness

• Build and scale a customer-centric culture across teams and regions.

• Develop programs and content to increase awareness of who our customers are, what their pain points are, and how they experience TVH today.

• Coordinate internal campaigns, create content for communication, and organize CX events and learning moments.

• Grow and support the global CX Ambassador community, empowering them to act as the voice of the customer in their teams.

• Track CX awareness: ensure employees know our customer satisfaction metrics, understand key pain points, and consider customer needs in daily decisions.
   

Training & Adoption

• Design and facilitate targeted trainings and workshops that help teams embed a customer-centric way of working in their daily routines.

• Support selected teams in translating customer insights into actionable priorities.

• Help teams understand which insights are available and how to use them independently.

• Guide internal stakeholders in connecting CX metrics to business outcomes, helping them monitor the true impact of their efforts on both customer satisfaction and business performance.

• You are successful when teams proactively use insights to improve the customer experience, and when customer needs become a natural part of their decision-making process.

CX Projects – From Insight to Action

• Support the implementation of global customer experience initiatives across departments; not just by managing projects yourself, but by enabling others to act on what matters most to our customers.

• Take ownership of specific CX projects: from project scoping and stakeholder alignment to delivery and follow-up.

• Maintain a clear governance structure to ensure customer insights lead to action across the organisation. Mobilise and support other teams in taking ownership of the most urgent customer pain points.

• Use project and change management methodologies to ensure initiatives are embedded, measurable and impactful.

• Collaborate closely with the Voice of the Customer team, ecommerce teams, category managers, sales, operations and more.

• Close the loop with customers by co-creating simple, human ways to show them how their feedback drives real improvements, because great CX is not only about listening, but also about letting our customers know they’ve been heard.
   

How to succeed / Your profile

• Master or bachelor degree in relevant field or equal by experience.

• You have 2-5 years of experience in customer experience, employee experience, change management, project management, internal communication, or a similar field.

• You’re a builder with an analytical mindset: you enjoy experimenting, learning and optimizing and have a strong ability to interpret customer data.

• You have strong project management skills and are comfortable planning and delivering end-to-end.

• You’re an excellent communicator, able to engage audiences through storytelling, training, and internal campaigns.

• You have experience working cross-functionally and are comfortable collaborating with senior stakeholders.

• You’re proactive, curious, and genuinely passionate about customer-centricity.

• You speak fluent English and Dutch. Other languages (e.g. French) are a plus.

What's in it for you

• A competitive salary with benefits such as meal vouchers, a company car and insurances.

• Flexible working hours, home working and a healthy work-life balance.

• 20 paid vacation days and 12 WTR days.

• A people-centric culture where your fitness and mental well-being matter.

• Access to LinkedIn Learning and many in-house (and external) training courses.

People are at our heart

TVH is a global business with a family atmosphere, where people are at the center. We value clarity, mutual respect, kindness and open communication. Our people are down-to-earth, easy to work and engage with. We welcome differences and celebrate new ideas.

About TVH

TVH is a parts specialist for quality parts and accessories for material handling, industrial vehicles, and construction and agricultural equipment. Working at TVH is opting for a company that excels as an international market leader and is well-known for its unstoppable craving for innovation.