Customer Experience Continuous Improvement Business Partner

Purpose of the role
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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