Customer Experience Continuous Improvement Professional

3 days ago

Carlton, Victoria, Australia A.P. Moller - Maersk Full time $90,000 - $120,000 per year

This role is 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.

General

  • Responsible 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.
  • Identity 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'

Accountable For

  • Delivery of Case Management Projects/Initiatives impacting assigned business area
  • Local hand over of Case Management projects/changes to CX/Delivery teams.
  • Support CX/Delivery teams with Case Management performance management tools

Consulted About

  • Process changes affecting the specific area
  • Process improvement
  • Process implementation
  • Global initiatives
  • Current & future Case Management functionality

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

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