WAF Head of CX CI

Maersk is a global leader in integrated logistics and has been an industry pioneer for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and customer experience.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning. We strive to build an organization that reflects and understands the customers we exist to serve. With more than 100,000 colleagues across 130 countries, we work together every day to shape the future of global trade and logistics.

We are now looking for a Head of Customer Experience Continuous Improvement to join our Area Customer Experience leadership team and drive transformation, standardization, and performance improvement across the CX organization.

What We Offer:

• A senior role with direct impact on Customer Experience performance, productivity, and customer satisfaction
• Opportunity to lead and shape Continuous Improvement across a multi‑country Area CX organization
• Strong exposure to Area CX leadership, Global CX teams, and key functional stakeholders
• A role at the center of Maersk’s CX transformation journey and The Maersk Way (TMW)
• A dynamic, fast‑paced, and international working environment
• Platform to develop leadership capability, drive change, and deliver measurable business impact

Key Responsibilities:

Drive Continuous Improvement & Transformation:

• Lead and deliver continuous improvement initiatives across Area CX, with particular focus on order management and issue resolution
• Anchor and execute projects aligned to the global CX vision and Area Business Plan
• Drive process standardization, automation (PSI), and adoption of global CX ways of working
• Manage risks associated with transformation initiatives and ensure sustainable implementation

Performance Management & CX Excellence:

• Own functional performance management across Area CX in line with global CX KPIs and objectives
• Drive improvements in CX productivity, cost‑to‑serve, and quality of customer interaction (e.g. CSAT)
• Support prioritization of initiatives and readiness for CX leaders and their teams
• Promote a strong continuous improvement mindset through active deployment of The Maersk Way tools and methodologies

Change, Capability & Collaboration

• Lead change management within Area CX and embed a structured improvement mindset
• Build continuous improvement capabilities across Area and Country CX teams
• Enable digitalization of customer engagement across the four CX pillars
• Collaborate closely with Global CX, Area CX teams, Business Partners, and Operations Continuous Improvement teams

Who Are We Looking For?

• Strong expertise in Continuous Improvement, Operational Excellence, and Project / Program Management
• Proven people management experience, including leading, coaching, and developing high‑performing teams
• Proven experience deploying improvement initiatives in complex, matrixed organizations
• Solid understanding of enterprise excellence frameworks such as The Maersk Way (TMW) or equivalent
• Strong analytical capability with the ability to drive KPI‑led performance improvements
• Experience in process standardization, automation, and change management
• Excellent stakeholder management skills with the ability to influence and collaborate across functions
• Strong communication and facilitation skills, with the ability to simplify complex topics and drive execution
• Lean / Six Sigma knowledge and experience preferred
• International experience and comfort operating in fast‑paced, ambiguous environments

If you have been reading so far, we are glad to see you are interested. If you can see yourself driving Customer Experience Continuous Improvement and shaping how Maersk delivers value to customers, we very much look forward to your application.

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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