Summary
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