Area Continuous Improvement Partner

A. Responsible

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

B. Accountable for

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

C. Consulted about

• Process changes affecting the specific area
• Process improvement
• Process implementation
• Global initiatives

D. Critical competencies

• 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

E. 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)