Customer Experience Consultant

Damco Spain SL; Aarhus; On-site; DKK 420,000 - 660,000; Full time

Job summary

Maersk is seeking a Customer Experience Consultant for the Regional Control Tower to coordinate service delivery for a key client. You will ensure seamless operations, proactively resolve issues, and drive continuous improvement across the customer journey.

The role requires strong stakeholder management, analytical thinking, and experience with enterprise accounts. English proficiency is essential, and you will collaborate with cross-functional teams to deliver best-in-class CX.

Qualifications

• Proven experience in Customer Experience, Operations, or Service Delivery.
• Strong understanding of complex service environments or control tower setups.
• Excellent stakeholder management and communication skills.
• Analytical mindset with the ability to turn data into actionable insights.
• Strong problem-solving capabilities with a proactive approach.
• Experience with key accounts or enterprise clients.
• Fluency in English (written and spoken).

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 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.

Skills

Customer experience

Operations

Stakeholder management

Data analytics

Problem solving

Tools

Dashboards

Job description

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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