CX Senior Business partner

Functieomschrijving

At Maersk, we are committed to delivering exceptional customer experiences while driving operational excellence across our business. We are looking for a CX Senior Business partner to support and drive continuous improvement initiatives across the West Africa Area.

This role partners closely with Customer Experience leaders and operational stakeholders to improve performance, standardize processes, identify efficiencies, and enhance customer outcomes across multiple business areas including Ocean, SCM, 4PL, LCL, Air, Landside, and Customs.

Please note: This is a West Africa Area role. Candidates can be based in any Maersk location across the West Africa Area.

Key Responsibilities

• Drive continuous improvement and performance management initiatives across the Customer Experience organization.
• Support CX leadership in identifying opportunities to improve customer satisfaction, productivity, and operational efficiency.
• Establish and monitor KPIs and performance management frameworks across assigned business areas.
• Identify process gaps, bottlenecks, and customer pain points, and develop sustainable improvement solutions.
• Lead and facilitate process improvement projects that deliver measurable business impact.
• Drive standardization, digitization, and automation initiatives across CX teams.
• Coordinate with regional and global stakeholders to ensure successful implementation of improvement initiatives.
• Facilitate change management activities and support adoption of new processes and ways of working.
• Track, measure, and report on productivity gains, cost savings, and customer outcome improvements.

What We’re Looking For

Someone With:

• Minimum 3 years of experience in Continuous Improvement, Business Excellence, Process Improvement, Operations, Customer Experience, , Logistics, or a related field.
• Strong knowledge of Lean methodologies, Kaizen, Root Cause Analysis, Process Mapping, and Continuous Improvement frameworks.
• Proven ability to analyze data, identify trends, and translate insights into actionable improvement initiatives.
• Experience managing projects and driving change across cross-functional teams.
• Excellent analytical and problem-solving skills.
• Strong stakeholder management and influencing capabilities.
• Ability to work independently in a matrix and geographically dispersed environment.
• Excellent communication and presentation skills.
• Experience within logistics, transportation, supply chain, or customer-facing operations will be an advantage.

Ideal Candidate Profile

The successful candidate will be:

• Data-driven and comfortable working with performance metrics.
• Passionate about Continuous Improvement and operational excellence.
• Skilled in Lean and Kaizen methodologies.
• Highly structured, analytical, and solution-oriented.
• Comfortable challenging existing processes and driving change.
• Able to influence stakeholders across multiple functions and countries.
• Focused on delivering measurable business and customer outcomes.
• Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking.

Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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