To lead the Global Customer Experience transformation agenda by digitizing, simplifying, and improving the end-to-end customer journey across digital, self-service, and frontline touchpoints. The role will focus on creating seamless, transparent, and personalized customer experiences that enhance customer satisfaction, operational efficiency, service consistency, and business outcomes.
RESPONSIBILITIES.
- CX Performance Management in the Agencies
- CX Training and Capability Building
- Drive theCX transformation roadmap by identifying, prioritizing, and executinginitiatives that digitize customer interactions, redesign key journeys,simplify service touchpoints, and improve customer outcomes across online,self-service, and frontline channels
- Mapping and Documentation of Processes
- Governance and Compliance of the Processes
- Cross functional Collaboration and Stakeholder Management
- Leaddigital customer journey transformation initiatives, includingcustomer portals, online engagement, digital documentation, shipmentvisibility, exception management, proactive communication, automation, andself-service adoption, ensuringsolutions are intuitive, scalable,and valuable for customers.
- Identify opportunities to shift manual, repetitive,or fragmented customer interactions to digital and self-service channels, while preserving personalized frontline supportfor complex, high-value, or exception-based customer needs.
- Driving Process Improvements where needed.
- Translate customer feedback, operational pain points, frontline insights, stakeholder inputs, and performance data into practical transformation initiatives that remove friction, improve transparency, enhance consistency, and deliver a seamless and personalized customer experience.
- Act as a CX transformation champion across functions by aligning digital tools, process redesign, service standards, capability building, governance, and frontline behaviors to a clear customer journey vision.
- Define success measures and track the impact of CX transformation initiatives through customer satisfaction, adoption, efficiency, service quality, consistency, and business outcome metrics.
QUALIFICATIONS
- Bachelor / master's degree
- Minimum 10 years experience in Customer Experience, CX transformation, customer journey redesign, process excellence, or service transformation within Shipping / Logistics or a related customer-facing industry.
- Prior hands-on experience in a CX transformation journey involving digital customer engagement, customer portal adoption, self-service enablement, customer journey mapping, service simplification, or frontline experience enhancement will be highly preferred.
- Leanor Six Sigma Green Belt or Black Belt certification will be a plus.
REQUIRED SKILLS
- Strong analytical and communication skills
- Proactive, result -oriented and ready to challenge the as-is. Extreme Process Improvement mindset
- Ability to lead through others
- Strong collaborative skills and ability to work with senior stakeholders
- Proven ability to lead CX transformation initiatives that combine customer journey digitization, digital adoption, automation, self-service solutions, customer portal enablement, process simplification, and frontline service improvements, with a strong focus on customer outcomes rather than technology implementation alone.
- Strong IT Proficiency including advanced use of Microsoft Office suite, (Excel, PowerPoint, Word, SharePoint Online, Visio, Power BI)
- Fluency in English, written and spoken
- Knowledge of shipping services/ products, terms, and practices
- Experience with performance management frameworks
