Opportunity
anchoring and facilitate project prioritization and readiness in support of CX Leaders and their teams.
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)
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