CX Senior Business Partner - West Africa Area

About the role

Maersk is looking for a CX Senior Business Partner to support and drive continuous improvement initiatives across the West Africa Area. The role partners closely with Customer Experience leaders and operational stakeholders to improve performance, standardize processes, identify efficiencies and enhance customer outcomes across Ocean, SCM, 4PL, LCL, Air, Landside and Customs. Candidates can be based in any Maersk location across the West Africa Area.

Key responsibilities

• Drive continuous improvement and performance management initiatives across the Customer Experience organization.
• Support CX leadership in improving customer satisfaction, productivity and operational efficiency.
• Establish and monitor KPIs and performance management frameworks across assigned business areas.
• Identify process gaps, bottlenecks and customer pain points and develop sustainable improvement solutions.
• Lead and facilitate process improvement projects with measurable business impact.
• Drive standardization, digitization and automation initiatives across CX teams.
• Coordinate with regional and global stakeholders and facilitate change management and adoption of new ways of working.
• Track, measure and report productivity gains, cost savings and customer outcome improvements.

Required profile

• Minimum 3 years of experience in continuous improvement, business excellence, process improvement, operations, customer experience, supply chain, logistics or a related field.
• Proven ability to manage projects and drive change across cross-functional teams.
• Experience in logistics, transportation, supply chain or customer-facing operations is an advantage.
• Ideal candidate: data-driven, passionate about continuous improvement, highly structured, analytical and solution-oriented, able to challenge existing processes and influence stakeholders across functions and countries.

Required skills

• Strong knowledge of Lean methodologies, Kaizen, root cause analysis, process mapping and continuous improvement frameworks.
• Analytical and problem-solving skills, and strong stakeholder management and influencing capabilities.
• Ability to work independently in a matrix and geographically dispersed environment.
• Excellent communication and presentation skills.