Customer Experience Team Leader

Job Description

The Operational Team Lead acts as a key operational anchor within Customer Experience, owning complex and cross‑functional initiatives that drive:

• Process efficiency and operational excellence

• Optimised use of the application and system landscape

• Identification, qualification, and execution of offshoring opportunities to the Global Service Centers (GSC)

• Improved customer outcomes and reduced operational friction

The role requires both high‑level strategic thinking and the ability to deep‑dive into operational details, data, and systems to drive sustainable improvements.

Key responsibilities:

• Lead and drive operational optimisation initiatives across Customer Experience processes

• Perform deep dives into the application landscape, identifying opportunities for automation, simplification, and better tool usage

• Identify tasks and workflows suitable for offshoring or centralisation, supporting transition design, documentation, and stabilisation

• Act as a expert within assigned operational domains, influencing process design and execution

• Own and execute improvement initiatives end‑to‑end, from analysis and solution design to implementation and follow‑up

• Support and influence stakeholders across Customer Experience, GSC, Technology, and Process teams

• Due to proximity and competence, coach and guide colleagues on best practices, system usage, and process adherence (without formal people management responsibility)

Level of Work & Impact

• Work is performed independently within defined operational frameworks and guidelines

• Handles complex tasks and initiatives with limited supervision, while seeking alignment on matters with broader organisational impact

• Decision‑making is primarily solution‑based, selecting between known and emerging alternatives within the operational and system landscape

• Acts as a recognised contributor to tactical and operational decision‑making within Customer Experience

Progression within this role reflects:

• Increasing depth of operational and systems expertise

• Strong project and initiative ownership

• Ability to influence outcomes across teams and functions without direct authority

Knowledge & Experience

• Solid experience within Customer Experience, Operations, or a closely related field

• Strong understanding of operational processes, systems, and data-driven optimisation

• Proven ability to translate complexity into practical, scalable solutions

• Experience working with or supporting offshoring / GSC models is a strong advantage

• Relevant professional experience or practical knowledge gained through advanced education

• Fluent in Danish and English

We Offer

When you join our team, you join a truly diverse, global organization in a fast-moving, values-based, work environment where you can grow on the job, create, and shape our digital solutions, tap into industry-leading talent development initiatives, enjoy working with your colleagues and broaden your world view.

• Be part of the world’s largest container shipping company.

• Exposure to multinational environment/culture.

• Room for growth and development.

• Enhancing personal skills.

• Soft skills such as turning complaints into opportunities, handling difficult customers, and managing customers' expectations.

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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.