Global Analyst - Customer Implementation Analytics & Quality, Freight Forwarding

Job Purpose:

The Global Analyst - Customer Implementation Analytics & Quality– Freight Forwarding is responsible for driving data-led performance management and supporting business implementation initiatives across freight forwarding operations. The role bridges analytics and customer implementation in freight forwarding, and ensures operational efficiency, service excellence, and continuous improvement through robust data-driven performance management, establishing and maintaining KPI governance, and cross-functional collaboration.

Key Accountabilities:

Analytics-Driven Business Implementation

• Track, monitor, and maintain supply chain performance through data analytics to ensure contractual terms and SLA commitments are met.
• Review and analyze customer requirements using data insights to create evidence-based project plans aligned with expectations.
• Analyze potential transportation solutions and identify suitable carriers based on performance data, cost analysis, and service level requirements.
• Manage implementation projects with clear KPI targets, ensuring timely completion and adherence to deadlines through data-driven tracking.
• Implement and track defined KPIs to measure end-to-end freight forwarding process performance from booking through delivery.
• Conduct cost-benefit analysis and propose data-backed optimization strategies for freight spend and service delivery improvements.
• Develop and document business processes, procedures, business process flows, reporting requirements, and system integration specifications.
• Establish SOPs and ensure DP World's branches/staff understand account requirements, using performance data to identify gaps and follow up with corrective action.
• Support post go-live operations with ongoing performance monitoring and optimization as required by customers or DP World.
• Support development of customer solutions proposals, including implementation concepts and proposed operational processes backed by data analysis.

Business Intelligence & Performance Management

• Design and manage business intelligence frameworks to support operational, commercial, and customer performance visibility across freight forwarding operations.
• Define and standardize KPIs related to volume performance (awarded vs. achieved), freight spend, service levels, capacity utilization, cost per shipment, and productivity.
• Perform ongoing data analysis on freight forwarding operations to develop awarded vs. achieved reports, variance analysis, and performance trends.
• Partner with GSC and analytics teams to develop dashboards and reporting tools (e.g., Power BI) that enable real-time performance tracking and decision-making.
• Analyze operational and commercial data, including volumes, freight costs, carrier performance, service level adherence, transit times, and customer satisfaction metrics.
• Ensure data consistency, accuracy, and governance across systems and reporting platforms through regular audits and validation processes.
• Translate complex data into actionable insights and strategic recommendations for senior management and key stakeholders.
• Collect, analyze, and interpret data to identify trends, performance gaps, and opportunities for improvement.
• Prepare regular reports, dashboards, and executive presentations to communicate findings and recommendations.
• Monitor quality metrics and service compliance across freight forwarding operations, including on-time delivery rates, documentation accuracy, and customer complaint resolution.

Continuous Improvement & Optimization Initiatives

• Identify performance gaps through systematic data analysis and operational reviews, and lead targeted improvement initiatives with measurable outcomes.
• Apply structured improvement methodologies (e.g., Lean, Six Sigma) to enhance efficiency, reduce freight costs, and improve service reliability across freight forwarding operations.
• Monitor and report on the impact of improvement initiatives through measurable KPIs and performance outcomes, demonstrating ROI.
• Support the standardization and documentation of best practices across regions and customer portfolios based on performance benchmarking.
• Conduct regular quality audits of freight forwarding processes to ensure compliance with customer requirements, industry standards, and regulatory obligations.

Performance Management Capability Building

• Develop and deliver training programs focused on performance management, KPI interpretation, data literacy, and freight forwarding best practices.
• Build capability across implementation and operations teams to effectively use reporting tools, dashboards, and analytics for day-to-day decision-making.
• Provide coaching and guidance to embed a performance-driven and quality-focused culture across freight forwarding operations.

• Support change management initiatives by ensuring teams are equipped with the skills and knowledge to adopt new processes, systems, and reporting standards.

Stakeholder Collaboration & Leadership

• Collaborate with regional and cross-functional teams (operations, commercial, IT, procurement) to ensure consistent performance management processes and standards.
• Engage proactively with internal and external stakeholders to gather input, share performance insights, and drive continuous improvement initiatives.
• Provide transversal management and leadership to foster an engaged, collaborative team environment, ensuring team members are developed and evaluated against SMART goals aligned with business objectives.

• Maintain comprehensive data records pertaining to project KPIs, performance management, and quality metrics for audit and governance purposes.

Qualifications, Skills and Experience: