Senior Project Manager - Freight Digital Customer Journey

Global Customer Service, Ferry Division (DFDS) Join us on our journey to transform the freight customer experience at DFDS. Are you an experienced Project Manager with a strong track record of leading complex, technology-enabled transformation initiatives from the business side? Do you excel at translating operational needs into clear business requirements, future processes, and scalable digital capabilities, while aligning stakeholders across business and technology? If so, you may be the next Senior Project Manager in DFDS Global Customer Service, Ferry Commercial. Be part of the movement - and play your part About the role In this role, you will drive key initiatives within the transformation of the digital customer journey to support our Freight Customer Service organisation at DFDS. Our ambition is clear: by 2030, we want to deliver a seamless, digital, and standardised set-up that makes it easy to be a customer and easy to interact with customers across all freight touchpoints. To achieve this, our Customer Service transformation is built on three strategic pillars: 1. Self-Service: The first pillar is about building a one-stop-shop, with customers being able to book and track a unit along the whole journey and across transport modalities. 2. Contact Center Platform: An interaction platform to easily engage with customers, when they need our support - including a knowledge base to further enhance the customer experience. 3. Control Tower: The Control Tower is our internal platform for managing customer bookings. It will give Customer Service a more seamless and standardised way to manage bookings and track units across the DFDS network In this role, your primary responsibility will be to lead the business-side development of the Control Tower and its booking capabilities, while also supporting key initiatives within the broader transformation of the digital customer journey across Freight Customer Service. The Control Tower is our internal platform designed to help Customer Service work smarter through aligned processes, greater transparency, and improved access to the information needed to manage customer bookings across the DFDS network. As the representative of Global Customer Service, you will partner closely with Technology & Innovation (T&I) to support the development of the Control Tower and its booking capabilities, ensuring operational needs and business requirements are translated into scalable product capabilities. You will drive discovery, process mapping, standardisation, and business requirement prioritisation, while creating alignment across stakeholders and managing cross-functional dependencies. You will play a key role in driving change adoption, helping the organisation transition from legacy ways of working to our new digital platform and ways of operating. You will join a small, dedicated project and transformation team that works toward digitizing our customer journey which is a key…