Description
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 the CX transformation roadmap by identifying, prioritizing, and executing initiatives 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
Lead digital customer journey transformation initiatives, including customer portals, online engagement, digital documentation, shipment visibility, exception management, proactive communication, automation, and self-service adoption, ensuring solutions 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 personalised frontline support for 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 personalised customer experience.
Act as a CX transformation champion across functions by aligning digital tools, process redesign, service standards, capability building, governance, and frontline behaviours 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.
Requirements:
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.
Lean or Six Sigma Green Belt or Black Belt certification will be a plus.
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 digitisation, 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