Job Description

Purpose of the Role

We are looking for a highly motivated individual to lead process standardization and implement global changes across our Ocean (mainly but subject to extend to L&S if necessary) within the Area. This role will be responsible for driving project readiness and prioritization, acting as a local anchor for global initiatives while ensuring alignment and adoption throughout the organization.

---

Key Responsibilities:

General

· Lead and deliver defined projects related to Area Customer experience functional excellence

· Coordinate, review, and drive customer experience excellence activities across the Area, including change management strategy development

· Strategize and execute initiatives across cluster activities and GSC to support Area customer service transformation

· Actively identify and implement process improvements to achieve customer experience goals and performance targets

· Support deployment of global standard processes and global initiatives across Area teams

Accountable for

· Delivering global projects and initiatives within the assigned business area.

· Managing local change initiatives within CX teams.

· Supporting CX teams with performance management tools.

Consulted about

· Area-specific process changes and improvements.

· Global initiatives and process implementation.

---

Key Metrics for Success

Shared

· Process Standardization Index

· Process Automation Index

· CX Productivity and Effort Reduction

Internal Stakeholders

· Other CI Teams within the area, and across the globe

· GSC Supporting Teams

· Area CX Teams

· CENCX Excellence

· Global FPOs

Critical Competencies

· Continuous improvement mindset with a strong sense of urgency

· Ability to understand priorities and global constraints

· Strong process improvement and project management skills

· Deep understanding of customer requirements and CX focus

· Structured, analytical, and highly organized

· Strong influencing and communication skills

· Results-driven, with ability to deliver through others

· Comfortable in a matrix organization and international environment

· 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.
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 .

Job Tags

Similar Jobs