Customer Experience Consultant

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

Customer Experience Consultant - Regional Control Tower (Key Client)

About the Role

We are looking for a highly motivated and customer-focused Customer Experience Consultant to join our Regional Control Tower, supporting one of our largest and most strategic key clients.

In this role, you will act as a central coordination point, ensuring seamless service delivery, proactive issue resolution, and continuous improvement across the customer journey. You will collaborate closely with internal teams, stakeholders, and the client to drive operational excellence and deliver a best-in-class customer experience.

Key Responsibilities

• Act as the primary coordination point within the Regional Control Tower for the assigned key client
• Monitor and manage end-to-end service performance, ensuring SLA and KPI adherence
• Identify and proactively resolve operational issues, minimizing customer impact
• Drive root cause analysis and implement corrective and preventive actions
• Build strong relationships with key stakeholders both internally and externally
• Provide data-driven insights and reporting on customer experience performance
• Lead or support continuous improvement initiatives
• Facilitate regular operational reviews with the client and internal teams
• Ensure clear and structured communication across all touchpoints

What We're Looking For

• Proven experience in Customer Experience, Operations, or Service Delivery
• Strong understanding of complex service environments or control tower setups (e.g., logistics, supply chain, or large-scale operations)
• Excellent stakeholder management and communication skills
• Analytical mindset with the ability to turn data into actionable insights
• Strong problem-solving capabilities with a proactive, solution-oriented approach
• Experience working with key accounts or enterprise clients
• Comfortable working in a fast-paced, cross-functional environment
• Fluency in English (written and spoken)

Preferred Qualifications

• Experience with performance management tools, dashboards, or data analytics
• Background in process improvement methodologies (e.g., Lean, Six Sigma)
• Knowledge of customer journey mapping and CX frameworks
• Experience working in a regional or global setup

We look forward to your application.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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