Continuous Improvement Partner - Customer Insights & Master data at Maersk Line

Opportunity

IMPROVEMENT PARTNER – CUSTOMER INSIGHTS & MASTER DATA

WE OFFER

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

KEY RESPONSABILITIES

• 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.
• Be the Area expert in managing workflows within the Customer Master Data (CMD) platform
• Support local enquiries related to any customer master data activities or challenges
• Handle concern mapping change requests to ensure compliance of concern SOPs, coordinate with concern sales owner and respective local sales ops as the escalation point
• Handle exceptions according to business rules and CMD SOPs
• Maintains top-notch data quality in CMD
• Participate UAT with new technological solutions to improve data quality via automation
• Ensure data compliance with global, region, and country standard
• Analyze and identify areas of improvement, and support implementation of changes/improvements in CMD
• Promote and guard business processes & data quality awareness and compliance.

WHO ARE WE LOOKING FOR?

• High school diploma
• 3-5 years’ previous experience in customer service
• Exceptional organizational and time management skills, with a strong attention to detail
• Lean/Six Sigma Qualification (preferred)
• Continuous improvement mind-set and right sense of urgency capable to understand bigger picture of priorities and global constraints.
• Strong Process improvement & Project Management skills  (certification preferred)
• Strong communication and stakeholder management skills
• Excellent understanding of customer requirements and customer focus
• Highly structured and analytical including data modelling skills
• Strong influencing skills
• Result driven combined with the ability to achieve results through people
• Self-starter and effective change agen