ABOUT THIS POSITION

Accountable for driving and executing continuous improvement initiatives within area of responsibility to ensure
an amazing customer experience. Interacts and collaborates internally with relevant departments, setting and
aligning priorities to meet customer expectations and needs.

• Responsible for all dimensions of continuous improvement, adopt customer centric mindset within activities & interactions with stakeholders Identify, manage & monitor implementation of Continuous Improvement initiatives, defining KPI’s to monitor performance
• Assist with stakeholder engagement by arranging actions, meetings, events, supporting materials to promote understanding and commitment Support breakdown of CSX strategy in alignment with CSX Head (R)/CSX CoE Manager (R);
• Contribute to understanding customer’s expectations/needs
• Support customer & market research by utilizing and/or performing customer and market research and analysis techniques on customer feedback
• Utilize CRM system’s data, identifying standard issues and proposing enhancements to senior manager as appropriate
• Collaborate closely with internal partners (CSX, CoE, GBS+, SC), judging and aligning priorities to meet customer needs vs. SC capabilities
• Coordinate cross-functional teams to align implementation of initiatives on prioritized customer segments & experience design initiatives
• Implement/deploy standardized initiatives/tools/processes, identifying knowledge gaps, providing proper guidance & training
• Review existing operations, identify opportunities and propose/implement innovation projects, processes, cultural elements
• Generate ideas, ensure delivery of cont. improv. outcomes to enhance operational efficiencies, streamline workflows and improve experience
• Propose performance objectives (KPI) & take actions to ensure achievement of these, using available systems & reports to improve performance.