Job Description:
CO Vision is to provide a Best in Market Customer Experience and deliver Business value, at an affordable cost. This vision will be achieved through 5 pillars
Customer Back, Performance Excellence, Digital Innovation, Our people, our differentiator, HSSE & Social Responsibility.
This role will be part of CO leadership team and responsible of CO transformation journey.
The CI/CEX Lead is accountable for coaching and modelling CI and CEX tools and leading and participating local and global projects applying CI & Agile methodology.
• Embed CI culture by role modelling and embedding CI tools.
• Build own CI knowledge & skillset by completing formal training or on the job assignments.
• Drive improvements in CI culture by implementing agreed initiatives as agreed with GC CI team
• Prioritise CI improvement initiatives/opportunities.
• Proactively identify and share CI best practices within the cluster or with regional stakeholders
• Build a CI pipeline of projects leveraging information from Dashboards, GEMBA walks etc Validate projects with relevant stakeholders and assign available CI resources. Track deliver across key milestones and report in the Project Value Tracker (PVT)
• Support CI Practitioners via coaching in their delivery of both competency development and project execution including benefit computation.
• Track CI Practitioner utilisation and ensure resources are fully utilised.
• Lead / Resource for local CI / customer operations excellence projects with Agile methodology in CO4.0 Transformation
• Demonstrate Customer Obsessed behaviours sharing best-practices and feedback loops
• Driving behaviours to embed Easy, Value-adding and Personal as the CEx Promise.
• Embedding customer centric design in our operations (e.g. through leading customer journey mapping, effortless customer experience)
• Own local VOC, including driving commercial insight from VOC, sharing VOC analysis and insights to be actioned. Own close the loop process.
• Embed customer effort score KPI and customer journey mapping
• Ensure the Tell Shell program is leveraged and actively used by OTC and e2e business partners. Check response rate, Tell Shell usage and if/how alerts are closed, actions taken
• Raise Tell Shell awareness and relationship between CEx and financial performance, elevating NPS alongside CSI so we build long-term loyalty and satisfaction
• Extract customer insights from sources beyond Tell Shell including for example complaints data, social media to drive Customer Experience Improvements
• Review insights with business partners and relay back to the Global teams CEx improvements areas (structural/tactical fixes and innovation).
• Ensure Customer Experience is on the agenda and agree actions in MILO/LOTCC (include customer insights from Tell Shell, complaints analysis, social media and any other sources of customer insight)
Requirements
• Experience in project management, Agile, CI, coaching, motivating, and providing guidance to teams and/or individuals
• English Language is a must
• Bachelor’s degree (Business related major) or equivalent experience
• Has proven leadership, coaching and developing others
• Proven ability to manage multiple priorities to meet Stakeholder expectations
• Able to put Customer centricity at the heart of the role, inspiring a team to deliver an exceptional Customer experience
• Able to develop an extensive network of contacts, subject matter experts and decision makers across the business to help resolve issues
• Able to apply Continuous Improvement behaviours to lead improvement initiatives
• Demonstrate relationship building skills, across several levels, including Customers team members and business partners
• Demonstrate an in-depth knowledge of the business this role supports
• Full knowledge of IT applications within scope of responsibility
• Full knowledge of Group policies and standards
• Full compliance with TS-EN-ISO 9001, ISO/TS 16949, TS-EN-ISO 14001, ISO 27001 and ISO 10002 standards/procedures/work instructions
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