Senior Customer Experience Excellent

Serve as the Area subject-matter expert for CX and LnS processes while accelerating responsible AI adoption and continuous improvement. The role safeguards global standards, strengthens process and platform capability, resolves operational issues, and helps teams adopt AI-enabled ways of working that improve quality, productivity,
and customer outcomes.

Who We Are

Maersk is a global leader in integrated logistics and has been an industry pioneer for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

What We Offer

Maersk is the global leader in the industry, You’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded.

On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.

On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and encourages employees to take responsibility for managing their careers whether to move laterally or vertically.

Key Responsibilities

• SME governance: Own Area process expertise and support consistent adoption of FPO-defined standards, procedures, controls, and best practices in ARIS.

• Process design: Maintain MIFA documentation for AS-IS and TO-BE processes, including approved variations, controls, and workarounds.

• Operational support: Provide daily guidance on process execution, SCP, and master-data questions; promote process compliance and data quality.

• Issue management: Monitor, validate, prioritize, and escalate platform or process issues with clear impact, ownership, follow-up, and closure.

• Performance management: Support internal SCP KPI reporting, analyze gaps and trends, and coordinate corrective or preventive actions.

• AI mindset and adoption: Champion an AI-first, digitally curious culture. Identify responsible AI and automation use cases, encourage experimentation and learning, and translate opportunities into practical improvements.

• AI change management: Assess change impacts and adoption barriers; communicate benefits, train users, monitor adoption, and reinforce sustainable behaviors with human oversight, data quality, confidentiality, and policy compliance.

• Change and capability building: Announce and implement process or platform changes; maintain the Super User community and deliver regular training with Area CX and GSC stakeholders.

• Testing and transformation: Coordinate UAT with FPOs, represent the voice of the Area and customers, and support migration stage gates, readiness, hypercare, and stabilization.

• CIP and automation: Partner with CIP and GSC SMEs in GEMBA to identify waste, improvement ideas, and automation opportunities with measurable benefits.

• Community and stakeholders: Contribute to Regional and Global SME/FPO communities and influence cross functional stakeholders in a matrix organization.

Who Are We Looking For

-Required experience:

• Minimum 3 years of relevant experience in SCM, 4PL, Lead Logistics, Customer Experience, operations, process excellence, continuous improvement, or a related field.

• Good understanding of end-to-end logistics execution and the interaction between operations, customers, platforms, and master data. • Hands-on exposure to process standardization, issue resolution, change implementation, UAT, migration, projects, or improvement initiatives.

-Required capabilities:

• Advanced problem-solving, root-cause analysis, negotiation, and decision-making skills.

• Strong stakeholder management, influencing, facilitation, and project-management skills.

• AI mindset and digital curiosity, with the ability to recognize practical AI and automation opportunities.

• Change-management capability across impact assessment, communication, training, adoption monitoring, and reinforcement.

• Responsible AI judgment, including human oversight, data quality, confidentiality, and compliance.

• Strong system mindset, analytical thinking, ownership, adaptability, and customer focus.

• Professional English communication skills; Vietnamese proficiency is preferred for locally based roles.

-Preferred knowledge:

• MIFA, AS-IS / TO-BE mapping, ARIS, GEMBA, Lean problem solving, and benefit tracking.

• SCP or comparable supply-chain platforms, ServiceNow or similar issue tools, and Power BI or similar reporting tools.

• Enterprise AI tools, prompt-based working, AI-assisted process analysis, or AI-enabled automation.

-Success Measures:

• Process compliance, data quality, and sustainable standard adoption.

• Timely issue resolution and accurate, current process documentation.

• Effective training, Super User engagement, and adoption of approved process, platform, and AI-enabled changes.

• Validated improvements in productivity, quality, customer outcomes, cost, or effort.

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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