Job description:
The core purpose for Customer Operations (CO) is to deliver a best in market customer experience (CX) and deliver business value, at an affordable cost.
 
It is an exciting opportunity to working with DS businesses gaining insights on customer experience, driving improvement opportunities for Shell and help to drive commercial value through key insights provided. The role plays a pivotal role through optimizing the global Tell Shell program in order to get meaningful and actionable insights for the Downstream organization.
 
Purpose

• Define, implement and optimize survey programs and sample strategies (based on insights) for the Downstream transactional and relationship Voice of Customer (Tell Shell) programs; enabling to extract actionable insights helping businesses to identify improvement opportunities

• Accountable for managing day to day VoC activities ensuring the provision of real time actionable insights

• Support Customer Experience Insight Lead in strategic planning to optimize (automate and digitize) Tell Shell processes and implement enhancement initiatives

• Working with Customer Experience Insight Lead to explore ‘what good looks’1` (in areas of increasing uptake of the Tell Shell program creatively, new ways and channels of getting customer insights digitally and integrated ways of data management to drive more tangible and actionable insights that help business delivering values)

 
Accountabilities

• Guardian of the survey design, translation and routing to align surveys with key customer touch points, business and countries specific requirements.

• Guardian of the sampling strategies to represent the materiality of the markets, customer value, key customer touch points and target audience.

• Guardian of the deployment/ operationalizing new business surveys

• Guardian of the project management/ issue resolution and problem solving

• Guardian of some improvement initiatives aimed at optimizing Tell Shell process

1. Operation Excellence

• Develop, implement, enhance transactional and relationship surveys to improve utilization of customer insights in our day to day operations, in our strategic planning and in our customer service developments. Work with all business partners to improve current surveys and create new survey versions to cover additional touch point or reach new target audience

• Accountable for the surveys translation

• Coordinate the annual review of the survey questions to ensure they remain fit for purpose and enable us to extract actionable insights

• Manage key interfaces with business partners in Sales and Marketing, LSC, S&D and Fin Ops to ensure the survey questions address/identify areas for improvement.

• Identify the right activities & sources of customer contact to represent key customer touch points. Ensure accurate and reliable representation of your customer data base.

• Define, collect and trigger sufficient sample files to allow meaningful insights. Monitor quality of the samples to ensure data consistency.

• Provide insights into survey programs (response rate trends, regionalities)

• Drive sample size improvement through global and local initiatives. Ensure response rate maximization working with our VOC focal points and our vendor

• Identify and disseminate sampling and response rate good practices across the countries.

• Ensure local OTC teams know how to use the VOC application/tool and know how to extract insights. Provision of training.

• Create, implement and update Reporting hierarchies in conjunction with our business partners.

• Investigate, resolve surveys, sampling and reporting issues

• Support business partners for new VOC requests or ad-hoc surveys: project management, survey design & implementation, contact data requirements, provision of training

• Support new reporting requirements and enhancements

2. Strategic planning

• Investigate the use of new survey methodologies to provide customers with the most appropriate interface to provide their feedback. Work with our business partners and our vendor to implement them.

• Participate in external forums, Webinars to keep in touch with new development regarding measuring customer satisfaction. If relevant look to see how we could utilize these in the Tell Shell program.

3. Commercial Mindset

• Identify insights through integrated data that help businesses drive action and delivering values

• Identify opportunity to increase Tell Shell uptake (through more creative ways of increasing participation)

4. People

• Coach, train and manage Chennai MI resources on a day to day basis.

• Provision of training where required – General Platform, Text Analytics or Action Planner

• The ability to work seamlessly across boundaries (e.g. individual line of business, in-market and Shell Business Operation centers) and cultures to maintain a robust VOC program

Requirements:

• Minimum 5 years’ experience within Shell or comparable work in a Customer experience role.

• Demonstrated strong customer-first mindset with frontline commercial experience (with good experience of dealing with customers)

• Experience of working in the Commercial businesses with proven analytical skills.

• Exposure of database & customer structure set up would be advantageous.

• Strong analytical skills are a must. Candidates must be highly numerate and detail orientated with ability to spot key trends and connecting the dots

• Very good communication and interpersonal skills and ability to develop working relationships virtually with all functions and share/ influence actions

• Proficient IT Skills in MS Office applications with good mix of project management and system knowledge

• Ability to write suitable reports and presentations of findings / recommendations.a

Number of Vacancies: 1

• Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500)
• Unique opportunity to fulfill your potential with personal and professional development programs
• Work in a smart and motivated team within a supportive and inclusive culture with strong values
• Attractive salary and bonuses
• Complex medical care and individual life insurance
• Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities
• Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms
• Opportunity to participate in social and community projects