Regional Transformation Lead

8 years exp

**Roles & Responsibilities**

**Job Overview / Purpose**

We are looking for a Regional Transformation Lead to join our Asia Pacific Transformation and Customer Outcomes team, under the Customer Experience Transformation (CXT) team.

The Regional CXT Lead is responsible for the local implementation and execution of all customer experience and transformation initiatives as aligned with regional and global customer experience drive. You are responsible to develop a customer centricity mindset within the Area, to have customer obsession as the norm and to achieve the Net Promoter Score ambition. You will also be collaborating with a team of automation, innovation, data science and data engineering specialists. Together with the team, you are to initiate and drive projects to improve efficiency and to drive scalability of business operations.

**Key Responsibilities**

**Customer experience**:

- Partner with Areas and APA CX Excellence to analyse customer feedback to evaluate customer experience and drive regional micro battles to improve customer satisfaction
- Dive deep, recommend and own solutions to drive outcomes from root-cause analysis to uncover core issues through direct observation, facts, and data. Audit accounts, study customer escalations and develop a deeper understanding of customer concerns. Be sceptical when metrics and anecdote differ.
- Partner with Business teams to resolve upstream issues that impact customer experience.

**Transformation**
- Deploy strategic initiatives in process optimization and digitization in the Asia Pacific Region
- Collaborate with other teams to ensure business requirements are translated into technology requirements and that the technology supports the process
- Monitor resources allocated to the project as well as deliverables (time, scope, budget, outcome)
- Influence teams to Agile Principals and Scrum Framework.
- Provide technical direction for the development, design, and systems integration from definition phase through implementation, be it a standalone or collaboration with Headquarters
- Applies significant knowledge of product and developments to improve service to our automation pipeline.
- Conducts effective performance evaluations and mentor teams through informal channels. This includes giving feedback to Areas, Global Service Centres and Headquarters on deployment outcomes.
- Support deployment of the strategic roadmap of transformation projects for APA region aligned with and covering Areas and Global Service Centres, such as driving centralizations and centre of excellences.

**Required Knowledge & Skills**
- Bachelor’s degree in relevant field with at least 8-10 years of relevant work experience in account-based, customer or relationship marketing and communications
- Experience in program management, customer research and analytics, and/or customer experience
- Experience with managing cross functional projects, dependencies, and bottlenecks, providing escalations management, anticipating, and making trade-offs
- Highly organized, ability to complete a high volume of tasks and projects with little to no guidance and tight deadlines
- Strong analytical skills and basics of database warehousing, modelling, and representation along with comprehensive Power BI, MSBI (Microsoft Business Intelligence) tools
- Experience with BI tools and BI systems like Power BI, Tableau, SAP, or similar are added advantage.
- Detailed understanding of Continuous Improvement frameworks, techniques, and methods (Agile, LEAN, 6 Sigma), with advanced problem-solving skills
- Detailed understanding of Project Management techniques and methods
- Ability to influence people and engage senior stakeholders
- Inspires others with a clear vision, possess strong leadership skill, sets clear goals and achieves results.

Damco is one of the world’s leading third party logistics providers specialising in customised freight forwarding and supply chain solutions. The company has 11,000+ employees in more than 300 offices around the world and a global presence in about 100 countries. In 2013, Damco had a net turnover of USD 3.2 billion, managed 2.8 million TEU of ocean freight and supply chain management volumes and air freighted more than 225,000 tonnes. Damco is part of the Maersk Group.