Area Head of Continuous Improvement – Customer Experience
Location: Cape Town, South Africa
Employment Type: Full-time
Company: Maersk
Opportunity
Join an international, value-driven environment that enables global trade every day. As the Area Head of Continuous Improvement – Customer Experience, you will be responsible for driving continuous improvement and supporting performance management across the Southern Africa & Islands (SAI) Area, both within Customer Experience (CX) and across other functions. This includes project prioritization and readiness in support of CX Leaders and their teams, as well as facilitating change management and transformation initiatives.
What We Offer
Maersk offers a culturally diverse, stimulating environment where individual performance is supported by teamwork and strong values. We are committed to ethical business practices and being a credible and valuable partner in the market. Our values include Constant Care, Humbleness, Uprightness, and supporting Our Employees.
Key Responsibilities
- Support the Area Head of Customer Experience in driving defined projects and the business as required.
- Define local metrics complementing global KPIs and ensure performance management cycles are in place.
- Act as a Quality Champion to enhance CX functional excellence in the area.
- Develop change management strategies for successful implementation and adoption of initiatives.
- Drive a continuous improvement mindset using LEAN techniques/tools.
- Standardize processes across teams.
- Align initiatives and manage associated risks.
- Enhance customer satisfaction to improve productivity and solve customer problems.
- Serve as the Crisis Management and Business Resilience focal point for Area CX.
- Drive cross-functional collaboration.
Who We Are Looking For
- Experience: 7 – 10 years of relevant leadership experience.
- Strong understanding and focus on Customer Experience.
- Process improvement and project management skills.
- Communication and stakeholder management skills.
- Experience with LEAN/Six Sigma and E2E Business Landscape and Operational Excellence is beneficial.
- Highly structured, analytical, and results-driven.
- Ability to work independently and navigate multiple simultaneous change items.
- Strong leadership behaviours.
Equal Opportunity Employer
Maersk is committed to diversity and inclusivity, hiring the best person for the job regardless of gender, age, nationality, or other protected characteristics. We also accommodate candidates with special assistance needs.
Application Reference
Ref. R121082
If you require adjustments during the application and hiring process, please contact accommodationrequests@maersk.com.
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