Responsibilities Play an important role in our FIS3 transformation journey: Build a new and innovative work environment for improved customer experience by self-service features, automated process, increased visibility for a more proactive and value adding service approach Support the Product Owner of Import Customer Service process: Conceptualize and drive the development of IT projects to improve Customer Service effectiveness and efficiency Represent the voice of the customer in an Agile framework, translates user needs into User Stories Is accountable to maintain Product backlog and prioritize user stories based on importance and dependencies for implementation Connect and align internal and external members Responsible to design appropriate training concepts, create training material and train the organization Plan and execute the rollout of new tools in the organization Develop and align proposals with stakeholders to optimize and harmonize CS processes to accommodate and outperform customer requirements and establish a market differentiator Maintain close relations with the Regional Customer Service Managers, Regional BSDs, GPX, IT and with the other CEO departments Empowered to take quick (deliberate and balanced) decisions with regards to the features aligned Ensure that all deliverables reflect improved quality for our customers as well as more efficient processes and/or extra revenue streams for Hapag-Lloyd Qualifications Have experience in an Area, GCC, Regional Customer Service and demonstrate experience in project work Be able to create a business concept from scratch, prepare content for training and change management material Be excited about challenging the status quo, coming up with creative and innovative solutions and implementing them Be motivated to take over ownership in a dynamic project environment, lead working groups and work independently on our project deliverables to deliver them within the committed timeline Be able to build strong relationships with internal stakeholders in the business- and IT teams Have an assertive personality and be able to convince relevant stakeholders in the organization Feel comfortable presenting results and project status updates to involved partners and stakeholders Have excellent command of spoken and written English