Head of Digital CX (Customer Experience)
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København K
We offer
An exciting role where you, as the head of digital CX, will be accountable for defining the vision and the strategy for Maersk.com’s digital customer experiences across Online, API, mobile and other digital engagement channels.
This is a core enabler for accelerating continued digital uptake with our customers and for continuously exploring new digital business models.
A core part of the role will be to define a full and detailed roadmap for our digital CX with an offset in detailed customer research/insights and Maersk’s overall CX strategy.
The CX role is accountable for recommending and enabling dynamic customer journeys across our customer engagement channels.
The head of digital CX will furthermore enable new buying journeys by leveraging AI and Machine learning capabilities.
The digital CX role will furthermore be a key enabler for guiding UX/design teams across Maersk on industry leading visual design, customer centric prototyping of new digital features or products, A/B and multivariate testing etc .
Key responsibilities
• Defining and owning end-state strategy and plan for Maersk.com CX as well as roadmap for getting there
• Translate customer insights / research into industry leading digital experiences for customers across all segments and verticals (enabled by AI, advanced analytics)
• Lead efforts towards more (rapid) prototyping in product design and customer experiences
• Develop end to end customer digital customer journeys with the product and functional teams
• Provide input/requirements for platform services/capabilities that will enable differentiated user journeys & experiences
• Active contributor in CX/UX Community of Practice to augment CX capabilities and thinking across Maersk
• Establish a clear and inspirational digital CX vision and OKRs and align all key stakeholders around the same
• Co-creating powerful digital customer experiences with relevant customers and product owners
• Continuously measure the impact of CX changes on the Maersk business (NPS, improved customer retention, improved profitability from our digital products etc)
We are looking for
The ideal candidate will have proven digital transformation leadership capabilities and 10+ years of experience with digital customer engagement/experience.
Furthermore:
• You have a strategic mindset and vision
• You have agile/Scrum capabilities
• You have a Degree in product design, Digital consumer or B2B marketing, UX/design
• You have strong understanding of acquiring customer insights, use of data/advanced analytics and AI
• You have team orientation and strong change management capabilities
• You can navigate and provide value and insights in Communities of practice
• Have a proven track record in delivering results through matrix/platform structures.
At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job – we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs.
We are proud of our diversity and see it as a genuine source of strength for building high performing teams.
Information og data
Denne ledige stilling har jobtypen "Afdelingsleder", og befinder sig i kategorien "Ledelse og personale".
Arbejdsstedet er beliggende i København K.
Jobbet er oprettet på vores service den 30.9.2020, men kan have været deaktiveret og genaktiveret igen.
Dagligt opdateret: Dette job opdateres dagligt ud fra jobudbyderens hjemmeside via vores søgemaskineteknologi og er aktivt lige nu.
- Afdelingsleder
- København K
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