Manager, Global Customer Experience

EMIRATES SHIPPING SINGAPORE PTE. LTD.; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

Emirates Shipping Singapore PTE. LTD. seeks a senior CX transformation leader to drive the digitization and simplification of the end-to-end customer journey across digital, self-service and frontline touchpoints.

You will identify initiatives, build a scalable journey framework, and partner with cross-functional teams to improve customer satisfaction, operational efficiency, and service consistency in shipping and logistics.

Qualifications

• Bachelor’s or Master’s degree in a relevant field.
• Minimum 10 years’ experience in Customer Experience transformation or related field.
• Experience in shipping/logistics or a related customer-facing industry preferred.
• Six Sigma Green Belt or Black Belt certification a plus.

Responsibilities

• Lead CX transformation initiatives across digital, self-service and frontline touchpoints.
• Digitize and simplify end-to-end customer journeys to improve satisfaction and efficiency.
• Collaborate with cross-functional stakeholders to align tools, processes and governance.
• Define success metrics and track impact on customer outcomes and business results.
• Champion CX transformation across functions with a clear customer journey vision.

Skills

Analytical skills

Communication skills

Proactive

Process improvement

Leadership

Collaboration

IT proficiency

Power BI

SharePoint Online

Visio

Excel

PowerPoint

Education

Bachelor / Master’s degree

Tools

Power BI

SharePoint Online

Visio

Excel

PowerPoint

Job description

To lead the Global Customer Experience transformation agenda by digitizing, simplifying, and improving the end-to-end customer journey across digital, self-service, and frontline touchpoints. The role will focus on creating seamless, transparent, and personalized customer experiences that enhance customer satisfaction, operational efficiency, service consistency, and business outcomes.RESPONSIBILITIES.CX Performance Management in the AgenciesCX Training and Capability BuildingDrive theCX transformation roadmap by identifying, prioritizing, and executinginitiatives that digitize customer interactions, redesign key journeys,simplify service touchpoints, and improve customer outcomes across online,self-service, and frontline channelsMapping and Documentation of ProcessesGovernance and Compliance of the ProcessesCross functional Collaboration and Stakeholder ManagementLeaddigital customer journey transformation initiatives, includingcustomer portals, online engagement, digital documentation, shipmentvisibility, exception management, proactive communication, automation, andself-service adoption, ensuringsolutions are intuitive, scalable,and valuable for customers.Identify opportunities to shift manual, repetitive,or fragmented customer interactions to digital and self-service channels, while preserving personalized frontline supportfor complex, high-value, or exception-based customer needs.Driving Process Improvements where needed.Translate customer feedback, operational pain points, frontline insights, stakeholder inputs, and performance data into practical transformation initiatives that remove friction, improve transparency, enhance consistency, and deliver a seamless and personalized customer experience.Act as a CX transformation champion across functions by aligning digital tools, process redesign, service standards, capability building, governance, and frontline behaviors to a clear customer journey vision.Define success measures and track the impact of CX transformation initiatives through customer satisfaction, adoption, efficiency, service quality, consistency, and business outcome metrics.QUALIFICATIONSBachelor / master's degreeMinimum 10 years' experience in Customer Experience, CX transformation, customer journey redesign, process excellence, or service transformation within Shipping / Logistics or a related customer-facing industry.Prior hands-on experience in a CX transformation journey involving digital customer engagement, customer portal adoption, self-service enablement, customer journey mapping, service simplification, or frontline experience enhancement will be highly preferred.Leanor Six Sigma Green Belt or Black Belt certification will be a plus.REQUIRED SKILLSStrong analytical and communication skillsProactive, result -oriented and ready to challenge the "as-is". Extreme Process Improvement mindsetAbility to lead through othersStrong collaborative skills and ability to work with senior stakeholdersProven ability to lead CX transformation initiatives that combine customer journey digitization, digital adoption, automation, self-service solutions, customer portal enablement, process simplification, and frontline service improvements, with a strong focus on customer outcomes rather than technology implementation alone.Strong IT Proficiency including advanced use of Microsoft Office suite, (Excel, PowerPoint, Word, SharePoint Online, Visio, Power BI)Fluency in English, written and spokenKnowledge of shipping services/ products, terms, and practicesExperience with performance management frameworks