CX Senior Business Partner

About the role

Maersk is seeking a CX Senior Business Partner to lead continuous improvement initiatives 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 solutions to process gaps, bottlenecks and customer pain points.
• Establish, monitor and report on KPIs and performance frameworks.
• Lead and facilitate improvement projects that deliver measurable business impact.
• Coordinate standardisation, digitisation and automation initiatives with regional and global stakeholders.

Required profile

• Minimum 3 years of experience in continuous improvement, business excellence or related fields.
• Strong stakeholder management and influencing capabilities in a matrix environment.
• Excellent analytical, problem‑solving and communication skills.
• Experience managing cross‑functional projects and driving change.

Required skills

• Lean methodologies, Kaizen, Root Cause Analysis, Process Mapping.
• Data analysis and ability to translate insights into actionable initiatives.