Your responsibilities:
Within the Customer Experience department, you will support various projects related to the Hapag-Lloyd 2030 strategy. We are convinced that delivering a great-quality service is the way forward. To be number one for quality is the paramount promise to our customers and a strong differentiator from our competitors. Would you like to join us on this journey? We look forward to getting to know you!
- Lead or support programs within the areas of customer service excellence, to deliver on key drivers of strategy 2030.
- Support and drive digital product adoption across Hapag-Lloyd.
- Collaborate with commercial business units at HQ, regional offices, and IT teams to create a comprehensive work plan. This will help monitor progress and promptly identify any potential delays.
- Measure, analyze, and evaluate existing processes, collect data to identify root causes, perform benefit analysis, and propose improvement opportunities.
- Ensure governance is established for tracking and reporting changes when scope or schedule for projects are impacted.
- Draft information for management for seeking guidance before global rollouts
- Work closely with communication department for internal and external communication