Customer Experience Continuous Improvement Business Partner

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: • Other CI teams • GSC Supporting team for the respective area • Area CX teams • CENCX Excellence • Global FPOs
* External stakeholders: • Customers (where relevant) • Local Vendors (where relevant) • 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!