UX Designer, Customer Journey - Life Sciences & Healthcare

DHL Express - a company that connects people!

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.

Distinguished as No.1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other, and to our global communities. DHL is dedicated to being a great place to work. Start YOUR career with DHL today…

Job Purpose

While UX Designers focus on digital interactions and interface-level experiences, Service Designers take a holistic view, shaping all touchpoints across the customer journey, both digital and physical, and considering how the internal organization works to deliver that journey.

In this role, you will:

• Design the end-to-end customer experience across services, ensuring seamless and delightful interactions with the brand, online and offline.
• Collaborate cross-functionally with UX/UI designers, researchers, product managers, business analysts, and operational teams to ensure a unified approach to service design.
• Lead co‑creation activities such as workshops and prototyping sessions, explore emerging trends, and identify future opportunities.
• Champion collaboration between digital, operational, legal, and policy teams to influence product vision and roadmap decisions.
  
  
  

How will you contribute to the success of DHL?

Customer Journey Mapping & Research

• Develop Life Sciences & Healthcare (LSH) customer and user experience journeys, ensuring consistency across channels and user roles.
• Facilitate workshops throughout the design process with relevant stakeholders.
• Conduct user research to understand needs across touchpoints and business outcomes.
• Analyse existing processes to identify pain points and opportunities for improvement.
  
  
  

Experience & Interaction Design

• Support the creation and alignment of user experience concepts across the service journey.
• Design seamless service interactions that address the needs of all user roles.
• Vendor Management
  
  
  

Cross‑Functional Collaboration

• Partner with teams to design inclusive, accessible, and environmentally sustainable services.
• Collaborate with the LSH core team, LSH DCS leadership, and development teams to align look-and-feel, wireframes, prototypes, and developer handover requirements.
• Present high‑fidelity UX prototypes to selected customers for feedback and co‑creation.
• Conduct usability testing, analyse findings, and drive iterative improvements.
  
  
  

Vendor Management and Decision-making Responsibility

• Steer and manage external design vendors to deliver best-in-class CX digitally, aligned with internal stakeholders and tech build timelines.
• Make small to medium impact decisions during the early stage design phase - to enable progression to mid/hi fidelity screens.
• Ensure vendor team stays on track with user and LSH core team timely engagement prior to key user/customer journey decisions being made to avoid reversal and lost time.
  
  
  

Usability & Experience Validation

• Run usability tests, A/B tests, and validation sessions.
• Synthesize and present insights with clear recommendations.
• Track and measure CX KPIs post-launch to ensure continuous improvement.
  
  
  

Continuous Improvement & Governance

• Promote customer‑centred design principles throughout product development.
• Maintain journey maps and related artefacts to ensure alignment with evolving business processes.
  
  
  

Do you have what it takes?

• Bachelor’s or Master’s degree in a Design-related field (e.g., UX, Service Design, Innovation Management, Management).
• 5–8 years of experience in UX, service design, or customer experience design.
• Experience designing complex customer journeys, ideally within logistics, Life Sciences & Healthcare, finance, or technology.
• A portfolio demonstrating end-to-end design thinking, from research to delivery.
• Practical experience in UX design, customer experience, or service journey design.
• Skilled in planning, conducting, and synthesizing user research.
• Strong ability to analyse qualitative and quantitative data to generate insights.
• Familiarity with analytics tools (e.g., Adobe Analytics, Hotjar) is a plus.
• Proficiency in UX methodologies (journey mapping, information architecture, prototyping).
• Experience with design and collaboration tools (e.g., Figma, Adobe XD, Miro).
• Ability to design for omnichannel experiences (web, mobile, physical touchpoints).
• Understanding of accessibility and inclusive design standards.
• Strong proficiency in English (written and verbal).
  
  
  

Leadership Competency Dimensions

HEAD

• Display resilience, accountability, and proactive delivery.
• Uses sound judgment even in conditions of uncertainty and consults actively as necessary without making assumptions.
  
  
  

HEART

• Make efforts to build trust and confidence with stakeholders and Customers.
• Open collaboration, shared ownership, and a partnership‑driven approach with LSH stakeholders.
  
  
  

GUTS

• Maintaining a positive mindset in the face of challenges, changes & uncertainty.
• Is resilient, recovers quickly from setbacks. Maintains performance under pressure. It is not easily deterred when obstacles or delays are encountered.
  
  
  

BITE

• Having the will to win by being determined to succeed collaboratively as an entrepreneur in our network.
• Proactively recognize opportunities to leverage momentum and accelerate progress.
  
  
  

Mindset - Drive and Creative Thinking

• Growth mindset. Demonstrates energy and enthusiasm.
• Dive Deep: Able to see new angles, connect the dots across both anecdotal evidence and metrics to recommend the right solution or course correct.
  
  
  

Please submit your application along with your CV and a copy of your highest educational degree (e.g., Bachelor’s, Master’s, or MBA certificate).

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Recruitment Team