CX Senior Business Partner

About the role

Maersk is seeking a CX Senior Business Partner to drive continuous improvement across the West Africa Area. The role works closely with Customer Experience leaders and operational stakeholders to enhance performance, standardise processes and improve customer outcomes across multiple business lines.

Key responsibilities

• Drive continuous improvement and performance management initiatives across the CX organisation.
• Identify and implement opportunities to improve customer satisfaction, productivity and operational efficiency.
• Establish, monitor and report on KPIs and performance frameworks.
• Analyse process gaps, bottlenecks and pain points and develop sustainable solutions.
• Lead and facilitate improvement projects delivering measurable business impact.
• Promote standardisation, digitisation and automation across CX teams.
• Coordinate with regional and global stakeholders to ensure successful implementation.
• Facilitate change‑management activities and support adoption of new ways of working.

Required profile

• Minimum 3 years of experience in continuous improvement, business excellence, process improvement, operations, CX, supply chain or logistics.
• Strong knowledge of Lean, Kaizen, root‑cause analysis and process‑mapping methodologies.
• Proven ability to analyse data, identify trends and translate insights into actionable initiatives.
• Experience managing projects and driving change across cross‑functional teams.
• Excellent analytical, problem‑solving, stakeholder‑management and communication skills.
• Ability to work independently in a matrixed, geographically dispersed environment.

Required skills

• Lean methodologies
• Kaizen
• Root Cause Analysis
• Process Mapping
• Continuous Improvement frameworks