Prologis is the global leader in logistics real estate. We own, manage and develop high-quality properties in the world’s most vibrant centers of commerce, approximately 990 million square feet in 19 countries. Some of the world’s largest brands (e.g., Amazon, BMW, DHL, FedEx, Pepsi) turn to us because they know an efficient supply chain will make their businesses run better, and a strategic relationship with Prologis will create competitive advantage. As the top ranked U.S. company and sixth overall among the Global 100 Most Sustainable Corporations in the World, we take our global footprint seriously.

Job Title:

Director, Customer Experience

Company:

Prologis

Director, Customer Experience

Do you want to play a role in global commerce?

About the Team: As a Director of Customer Experience, you will develop and manage customer journey maps through qualitative and quantitative research. This position will be responsible for analyzing customer feedback to identify key insights and trends. You will lead workshops to create solutions for improved customer experience and there will be great opportunities to provide mentoring/coaching to others within the organization.

This is a challenging and versatile position that requires a candidate with a passion for building customer centric solutions. If you love collaborating with others and devoted to (and borderline obsessed with) getting it right for the customer, this is the role for you. This opportunity requires a unique individual with a myriad of skillsets who can build relationships, communicate with stakeholders at all levels across the organization and think differently about big, often ill-defined problems to build consensus around creative, customer centric solutions.

What’s needed to do that:

• Develop and manage customer journey maps based on customer personas to ensure customer experiences exceed customer expectations.
• Analyze customer feedback to identify gaps in customer experience, as well as opportunities to leverage and scale best practices.
• Collaborate with internal teams such as marketing, sales, leasing, operations, product development, etc. to create and deliver customer centric solutions, including the facilitation of design workshops.
• Create and document best practices using CX tools (i.e. Personas, Customer Journey Maps, Service Blueprints, etc.) to enhance customer centricity across the organization.

Tell us if you’re ready.

• BA/BS degree preferred, MBA a plus
• Minimum 7 years of relevant experience developing, implementing, and executing successful customer experience strategies that align with the company’s strategic goals
• Curiosity and passion for customer centricity
• Excellent analytical and critical thinking skills with attention to detail
• Passion for developing CX talent
• Experience with B2B Market Research techniques
• Familiarity with the foundations and concepts of Design Thinking
• Proficiency with various CX software (Qualtrics, Medallia), CRM systems (Salesforce), Data platforms (Tableau)
• Excellent interpersonal skills including strong listening, written and verbal communication, with ability to communicate with others clearly and professionally
• Ability to collaborate across business areas and/or geographies, to assist in identifying trends, improvement opportunities, and best practices
• Highly desirable experience includes: Analyzing large amounts of qualitative and quantitative data, facilitating design workshops and survey design and analysis

All full-time roles in the US come with a robust benefits package which includes healthcare, dental, and vision insurance for employees and eligible dependents. Prologis also offers several other wellness, financial, and work/lifestyle-specific benefits. Our 401(k) retirement plan has a company match of 50% up to 12% of eligible compensation. We also offer generous PTO with a starting accrual of 22 days a year in addition to paid holidays and volunteer time.

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People First

Each of us working at Prologis plays an essential role in the enduring success of our company. We value people who are decisive, courageous and adaptable. While we are one company, locations and departments operate with autonomy and accountability. Individuals take the initiative here.

When you join Prologis, you work shoulder to shoulder with some of the top talent in the industry to do the best work of your career. Every employee belongs. Every employee contributes. Employees advance their careers here.

As a successful global enterprise, Prologis has never lost sight of what matters most, our strong belief that our people are the most important part of our business. And because of that, we provide a generous total rewards package and take a lot of time to focus on quality management and leadership development. People come first here.

All job offers are contingent upon successful completion of drug screen and background verification. Prologis is an Equal Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religions, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.

Employment Type:

Full time

Location:

Chicago-Downtown Office

Additional Locations:

Atlanta, Georgia, Chicago, Illinois, Dallas, Texas, Phoenix, Arizona, San Francisco, California

As a condition to the commencement of your employment, Prologis requires proof of full vaccination against COVID-19. You are considered fully vaccinated two (2) weeks after your second dose in a two-dose series, such as the Pfizer or Moderna vaccines, or two (2) weeks after a single-dose vaccine, such as the Johnson & Johnson vaccine. In addition, due to how highly transmittable the Omicron variant is, we are now requiring all employees to get a vaccine booster when eligible. Prologis will consider requests for a reasonable accommodation as to the vaccination requirement on the basis of a disability or sincerely-held religious belief in accordance with applicable law.