Business Analyst – CX Continuous Improvement
MSC USA - Houston
Job Summary
Support the Customer Experience Improvement Manager in enhancing customer journeys through cultural changes, process standardization, and digital tool adoption. Communicate policy changes, improve department efficiency, and collaborate on new strategies to drive customer service excellence.
Key Responsibilities:
- Works with Customer Experience Improvement Manager to support and improve the customer journey as well as transforming our services with an intentional and deliberate strategy of cultural and mindset change.
- Cascading and explaining policy changes to the Division leaders.
- Uses extensive knowledge of MSC processes and policies to enable at department level the changes that need to be implemented based on the insights originating from customer feedback & behavior across touchpoints (interaction with teams using Microsoft Dynamics 365 for Customer Service, phone, email, digital etc.)
Process Standardization & Improvement
- Leads process standardization in the area of expertise (e.g. Export Customer Services / Import Customer Service / Logistics Customer Service / Accounts Receivables) to increase efficiency, quality of services and customer satisfaction
- Works with the Customer Service team and department managers to reduce process variations across teams and customer touchpoints.
- Work with the Division to create and maintain standard operating procedures for the department.
- Provides proactive, frequent, and regular communication to all impacted teams, to support the implementation of the new processes and procedures.
- Assist the agency with Knowledge Management as needed.
- Share ideas and new strategies with team members and stakeholders.
Automation & Digitalization
- Collaborates with the business transformation team to build tools that help build a consistent customer service experience:
- Formulates clear, data-driven business cases based on customer experience insights generated across touchpoints (interaction with teams using Microsoft Dynamics 365 for Customer Service, phone, email, digital etc.).
- Collects & assesses requirements, change requests & proposals originating from the business & customer experience teams.
- Test the product/service (UAT) and provide feedback to the BT team as needed.
- Works with department management to drive adoption of the tools.
- Provide monthly overview of projects and progress.
- Performs other duties, as required.
Qualifications & Key Competencies:
- Bachelor’s degree in business, analytics, supply chain or related field (preferred)
- Prior experience in supply chain, transportation, shipping, logistics, freight forwarding, customer service, call center, administrative or clerical jobs
- Prior experience in customer service, or logistics with a focus on customer service and problem resolution
- English: Advanced
- Excellent communication skills
- Strong customer service mindset, focused, and responsive
- Strong attention to details
- Adaptable and flexible to changes in responsibilities
- Organized, efficient, and able to manage time effectively
- Ability to work under tight deadlines
- Great team player
- Knowledge of MS Excel with the ability to learn new software
- Knowledge of MS Dynamics not necessary but a plus
What We Offer
- Health Insurance
- Dental & Vision Insurance
- Life Insurance: one-time annual salary up to $50,000
- Long Term Disability Insurance
- Paid Parental Leave
- Business Travel Insurance
- Flexible Spending Accounts - (Health, Dependent Care, Transit/Parking)
- Supplemental Life, Accident, Critical Illness and Hospital Indemnity Plans
You will also have access to additional benefits, effective day one:
- Short Term Disability Insurance
- 401K Plan – 3% Safe Harbor Contribution with option for additional 3% employer match.
- Wellness Program initiatives / Free MSC Partner Subscriptions with Calm
- Partner Discount Programs with MSC Cruises, Apple, Dell, Nissan, Whirlpool, AT&T, Pets Best and others.
About Mediterranean Shipping Company (MSC)
Mediterranean Shipping Company (MSC), headquartered in
Geneva, Switzerland, is a global leader in transportation and logistics,
privately owned and founded in 1970 by Gianluigi Aponte. As one of the world’s
leading container shipping lines, MSC has 675 offices across 155 countries
worldwide, with the MSC Group employing over 200,000 people. The company has
evolved from a one vessel operation into a globally respected business with a
fleet of 800 vessels that provides timely delivery of goods and services to
customers of all industries and sizes. With access to an integrated network of road, rail,
air, and sea transport resources which stretches across the globe, the company
prides itself on delivering global service with local knowledge. MSC’s shipping
line sails on 300 trade routes and calls at 520 ports, carrying some 22.5
million TEU (twenty-foot equivalent units) annually. For more information, visit MSC Mediterranean Shipping Company
Mediterranean Shipping Company (USA) Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type including but not limited to characteristics protected by federal, state or local laws.
If you need a reasonable accommodation for any part of the employment process, please contact us by email at US038-Humanresourcesusa@msc.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.