Customer Experience Specialist - Houston TX

Profile

102218BR

Job Title:

Customer Experience Specialist - Houston, TX

No. of Positions:

1

Job Description:

The Polyethylene business is one of the key growth platforms for Royal Dutch Shell and Shell Chemicals. Our first manufacturing site will produce over 3.5 billion pounds per annum of a variety of HD and LL polyethylene grades which will be sold to a diverse set of customers in North America.

The Customer Experience Specialist will be a key member of the Shell Polymers Customer Experience Organization critical to the delivery of our customer experience aspirations. In this role you will work with a broad range of people, both internal and external to Shell, to identify, develop, and deliver the desired customer experience through improved approaches, capability building, ways of working, and tools. Additionally, this role may represent the needs of the Polyethylene business in broader Shell initiatives.

Accountabilities:


Review customer feedback, industry surveys, metrics/KPIs, etc. to identify new points of need or areas for improvement.
Monitor relevant trends, developments, and areas of innovation via
Strategic partners (consultants, IT, Software providers, researchers, etc.)
Trade publications
Participation in internal and external events, networks, etc.
Informal networking across Shell
Maintain an evergreen funnel of opportunities via customer research, industry developments, customer feedback, etc.
Facilitate cross-functional collaboration to help drive experience innovation.
Oversee the design and execution of our customer feedback approach
Assess value, develop business cases, write investment proposals, and prioritize solutions
Create/Evaluate solutions to top-down business innovation challenges
Lead and/or participate in human-centered design workshops to develop solutions to satisfy customer needs and improve the customer experience.
Train and coach others in human-centered design techniques
Work with delivery teams to develop and deliver solutions (the exact role you play in the delivery may vary from project to project – Idea Champion, Product Owner, other) ensuring that the design intent is met in the best possible way
Work directly with customers to review concepts, prototypes, etc. and provide that feedback to the delivery/design teams
Participate in customer visits (ride-along with Sales) as needed to promote CX offerings, garner feedback, identify customer needs
Track utilization/performance/value delivery - KPIs, etc.
Prepare communications/presentations for internal and external stakeholders
Work with Brand and Marketing teams to
Align communications plan and content with CX plans.
Influence/align on marketing/brand journeys to ensure correct level of interaction and information from a CX perspective
Periodically provide thought leadership and content development for outbound brand communications.
Support other Brand initiatives as needed


Auto req ID:

102218BR

Country of Work Location:

United States

Company Description:

Shell is a global group of energy and petrochemical companies with about 84,000 employees across more than 70 countries. We aim to meet the world’s growing need for more and cleaner energy solutions in ways that are economically, environmentally and socially responsible. We have expertise in exploration, production, refining and marketing of oil and natural gas, and the manufacturing and marketing of chemicals.

As a global energy company operating in a challenging world, we set high standards of performance and ethical behaviors. We are judged by how we act and how we live up to our core values of honesty, integrity and respect for people. Our Business Principles are based on these. They promote trust, openness, teamwork and professionalism, as well as pride in what we do and how we conduct business.

Building on our core values, we aspire to sustain a diverse and inclusive culture where everyone feels respected and valued, from our employees to our customers and partners. A diverse workforce and an inclusive work environment are vital to our success, leading to greater innovation and better energy solutions.

Disclaimer:

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date.

Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/Shell Group companies around the world.

The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand.

Shell participates in E-Verify.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information or other protected status under federal, state or local laws.

Shell is an Equal Opportunity Employer - Minorities/Females/Veterans/Disability.

Work Location:

Houston - EP Center Americas

Requirements:


Must have legal authorization to work in the US on a full-time basis for anyone other than current employer.
Bachelor's Degree in a related field preferred.
At least five (5) years total work experience in a relevant role
Experience with IT projects as a business representative, business analyst, or product owner is an advantage
Experience facilitating work with external partners (agencies, consultants, etc.) is a plus
Ability to link objectives and expectations of multiple stakeholders to identify opportunities
Design Experience is a plus (service design, product design, etc.)
Agile/Lean/Six Sigma experiences are a plus
Project management/leadership experience is a plus
Experience in a business operations role is a plus (customer service, supply, logistics, other)
Excellent communication and collaboration skills with the ability to convert technical concepts into customer value stories and create and deliver Executive-level presentations


City, State (if applicable):

Houston, Texas

Company info

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