Description

Customer Experience Continuous Improvement Business Partner

Full time

AE - Dubai

Opportunity

Title Customer Experience Continuous Improvement Business Partner

Location Dubai

Direct Supervisor

Head of CX Continuous Improvement

Direct reports

None

Purpose of the role

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.

Key Responsibilities, but not limited to

Accountable 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\'.

Key Interdependencies

Internal Stakeholders: \xe2\x80\xa2 Other CI teams \xe2\x80\xa2 GSC Supporting team for the respective area \xe2\x80\xa2 Area CX teams \xe2\x80\xa2 CENCX Excellence \xe2\x80\xa2 Global FPOs

External stakeholders: \xe2\x80\xa2 Customers (where relevant) \xe2\x80\xa2 Local Vendors (where relevant) \xe2\x80\xa2 Local authorities (where relevant)

Who are we looking for?

A pro-active continuous improvement professional that is process oriented, technically sound and possesses excellent stakeholder management skills.

Continuous improvement mind-set 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

You have been reading so far, we\'re glad to see you are interested. If you are ready to take on the challenge, we look forward to hearing from you!

Additional info

Ref. R65182

Logo

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer\'s supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by

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