Customer Listening/Journey & Claims Partner

RESPONSIBILITIES

• Execute and analyze customer feedback to evaluate customer experience and develop a thorough understanding of customer needs and identify pain points
• Partner to drive projects to improve the customer experience and key metrics
• Dissect customer journey obstacles and tackle them in a methodical manner to overcome them effectively.
• Dive deep recommend and own solutions to drive outcomes from rootcause 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 skeptical when metrics and anecdote differ.
• Partner with Business teams to resolve upstream issues that impact customer experience. Drive increase in positive response rates and decrease in negative response rate.
• Maintain uptodate knowledge of advancements in customer experience industry standards changes and trends.
• Create appropriate tools (i.e. project status reports dashboards) to measure the progress against the goals and update stakeholders. Provide analysis writeups and regular reporting of customer impacting issues.
• Responsible to handle customer claims processing preclaims and resolution claims phases collecting relevant documents aligning customer expectations on the claims outcome from early stage and communicating final settlement proposal.

Note: Role is for UAE Nationals with family book
Were committed to embracing the rich geographical diversity present in the communities where we operate including here in the UAE. Alongside our dedication to fostering an inclusive workplace environment were actively supporting Emiratization initiatives set forth by the UAE government ensuring the meaningful and efficient employment of its citizens. While we welcome applications from all qualified candidates for this position we are currently prioritizing candidates that hold a UAE Family book.

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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