Job Description
Purpose of the role
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.
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.
Responsibilities
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 implementa...