Area CX Business Partner

Key Responsibilities
- Responsible:
• 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 implementation and adoption of changes
• Sustain continuous improvement deployment and maturity in the CX teams in coordination with GSC Supporting teams
• Identity current process and/or CX Gaps and propose solutions to improve CX outcomes across assigned business area
• Co-create or facilitate TIP with quantifiable savings in cost or effort; or improvement to 'Customer-felt KPIs in Ocean or L&S Execution
-Accountable for
• Delivery of Projects/Initiatives impacting assigned business area
• Local hand over of projects/changes to CX teams.
• Support CX teams with performance management tools
-Consulted about
• Process changes affecting the specific area
• Process improvement
• Process implementation
• Global initiatives
-Critical competencies
• Continuous improvement mind-set and right sense of urgency capable to understand bigger picture of priorities and global constraints.
• Process improvement & Project Management skills
• Excellent understanding of customer requirements and customer focus
• Highly structured and analytical
• Strong influencing skills
• Result driven combined with the ability to achieve results through people
• International experience, comfortable working in a matrix organization
• Self-starter and effective change agent