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 MagazineDHL 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!
Role Purpose:
Reporting to VP Business Architecture and Portfolio Management in the Express Global Business IT team, this role is responsible for leading the design, improvement, and documentation of DHL Express global end-to-end business processes (such as Problem-to-Resolution), ensuring they deliver a consistent customer experience and align with DHL's Global SOP standards.
Acting as a subject matter expert and process architect, the successful candidate will work across multiple business functions-including Customer Service, Operations, Finance, HR, Sales, Pricing, and IT-to develop, optimize, and govern global processes. The role also serves as a key link between business and technology teams, ensuring process design, data requirements, and IT solutions are aligned.
Preferred location for this role will be Singapore. Other possible locations will be Bonn, Germany, Belgium or Maastricht.
How will you contribute to the success of DHL
- Lead the design, analysis, documentation, and continuous improvement of cross-functional global business processes.
- Facilitate collaboration between business functions and IT teams to ensure alignment on process requirements and solutions.
- Create and maintain process models, customer journeys, standards, KPIs, and documentation using recognized methodologies (e.g., BPMN).
- Review and validate process designs, event specifications, and project deliverables to ensure compliance with DHL standards.
- Assess the business, customer, operational, organizational, data, and technology impacts of process changes.
- Identify opportunities to improve process efficiency through new technologies, automation, and process optimization.
- Provide expert recommendations to process owners, project managers, governance boards, and senior leaders.
- Coach, train, and support teams in process analysis, process management, and best practices.
- Drive continuous improvement initiatives and contribute to DHL Express process architecture, standards, and governance frameworks.
Do you have what it takes
- Preferably 8 years and above years of experience in business/process analysis, including at least 5 years in a senior role.
- Proven success designing and implementing complex, world-class business processes in large organizations.
- University degree and professional certification in Process Analysis, Process Management, or a related discipline.
- Strong expertise in process mapping, BPMN, customer journey design, data modelling, and process governance.
- Excellent stakeholder management, leadership, facilitation, and change management skills.
- Ability to translate complex technical and business concepts into clear, actionable insights.
- Strong project management awareness and experience working with cross-functional global teams.
- Ideally, knowledge of the DHL Express network, logistics, transportation, and eCommerce operations.
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 Fraud Alert: DHL Express will never request payment or personal/financial information from applicants or employees at any stage of the recruitment process. Any such request should be treated as fraudulent. All email correspondence will be sent from the official DHL domain e.g. [Confidential Information]. Protect yourself by verifying job offers and communications.
Your safety is important to us.
