Customer Experience Continuous Improvement Business Partner
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Job Location:
Monthly Salary:
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
This role is to drive continuous improvement and support performance management in the Area CX across the assigned business area (Ocean SCM 4PL LCL Air Landside or Customs). This includes anchoring and facilitate project prioritization and readiness in support of CX Leaders and their teams.
Responsibilities
Responsible for the acceptance and application of global standards in local CX teams including change management
Open and constructive challenge of standardization practice that does not facilitate customer quality increase efficiency and a digitization agenda
Support Area CX Leaders to define local KPIs and ensure performance management cycles/tools are in place and followed across CX teams
Coordinate and review all functional excellence activities in Area and develop change management strategies to ensure successful implementation and adoption of changes
Sustain continuous improvement deployment and maturity in the CX teams in coordination with GSC Supporting teams
Identify current process and/or CX gaps and propose solutions to improve CX outcomes across assigned business area
Co-create or facilitate TIP with quantifiable savings in cost or effort; or improvement to Customer-felt KPIs in Ocean or L&S Execution
Accountable for
Delivery of projects/initiatives impacting assigned business area
Local handover of projects/changes to CX teams
Support CX teams with performance management tools
Critical competencies
Continuous improvement mindset and right sense of urgency capable to understand bigger picture of priorities and global constraints
Process improvement & project management skills
Excellent understanding of customer requirements and customer focus
Highly structured and analytical
Strong influencing skills
Result driven combined with the ability to achieve results through people
International experience comfortable working in a matrix organization
Self-starter and effective change agent
Maersk is committed to a diverse and inclusive workplace and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race colour gender sex age religion creed national origin ancestry citizenship marital status sexual orientation physical or mental disability medical condition pregnancy or parental leave veteran status gender identity genetic information or any other characteristic protected by applicable law.
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About Company
Maersk Line is a Danish international container shipping company and the largest operating subsidiary of the Maersk Group, a Danish business conglomerate. It is the world's largest container shipping company by both fleet size and cargo capacity, serving 374 offices in 116 countries
