Job Description

Opportunity


This role is to drive the local implementation and execution of all customer experience initiatives as aligned with regional and global customer experience drive. This includes anchoring a customer centricity mindset within the Area, to have customer obsession as the norm and to achieve the Net Promoter Score ambition.

RESPONSIBILITIES

Execute and analyze customer feedback to evaluate customer experience and develop a thorough understanding of customer needs and identify pain points Partner to drive projects to improve the customer experience and key metrics Dissect customer journey obstacles and tackle them in a methodical manner to overcome them effectively. Dive deep, recommend and own solutions to drive outcomes from root-cause analysis to uncover core issues through direct observation, facts, and data. Audit accounts, study customer escalations and develop a deeper understanding of customer concerns. Be skeptical when metrics and anecdote differ. Partner with Business teams to resolve upstream issues that impact customer experience. Drive increase in positive response rates and decrease in negative response rate. Maintain up-to-date knowledge of advancements in customer experience, industry standards, changes, and trends. Create appropriate tools (i.e. project status reports, dashboards) to measure the progress against the goals and update stakeholders. Provide analysis, write-ups and regular reporting of customer impacting issues. Responsible to handle customer claims, processing pre-claims and resolution claims phases, collecting relevant documents, aligning customer expectations on the claims outcome from early stage and communicating final settlement proposal.

Critical competencies

Experience in program management, customer research and analytics, and/or customer experience/success Highly structured and analytical Process improvement & Project Management skills Strong influencing skills and Claims handling (pre-claims and resolution claims phases) Result driven combined with the ability to achieve results through people International experience, comfortable working in a matrix organization

Note: Role is for UAE Nationals with family book

We're committed to embracing the rich geographical diversity present in the communities where we operate, including here in the UAE. Alongside our dedication to fostering an inclusive workplace environment, we're actively supporting Emiratization initiatives set forth by the UAE government, ensuring the meaningful and efficient employment of its citizens. While we welcome applications from all qualified candidates for this position, we are currently prioritizing candidates that hold a UAE Family book.



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.



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