CX Continuous Improvement Specialist

Purpose of the Role

We are looking for a highly motivated individual to lead process standardization and implement global changes across our Ocean (mainly but subject to extend to L&S if necessary) within the Area. This role will be responsible for driving project readiness and prioritization, acting as a local anchor for global initiatives while ensuring alignment and adoption throughout the organization.

Key Responsibilities

Lead and deliver defined projects related to Area Customer experience functional excellence

Coordinate, review, and drive customer experience excellence activities across the Area, including change management strategy development

Strategize and execute initiatives across cluster activities and GSC to support Area customer service transformation

Actively identify and implement process improvements to achieve customer experience goals and performance targets

Support deployment of global standard processes and global initiatives across Area teams

Internal Stakeholders :

• Area CX Teams
• GSC Team

External Stakeholders :

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