B2B Energy Retail CX Lead

Profile

Texas, United States of America

Job Family Group:

Commercial and Retail

Worker Type:

Regular

Posting Start Date:

January 4, 2023

Business unit:

Integrated Gas

Experience Level:

Experienced Professionals

Job Description:

What is the purpose

Energy Marketing (EM) is where value creation, meeting customer needs, and decarbonization all come together.

Energy Marketing leads the single, global customer facing activity for the Integrated Gas, Renewables & Energy Solutions portfolio of LNG, gas, renewable and non-renewable power, hydrogen, CCUS, carbon and nature and environmental solutions.

We have a broad range of cleaner energy solutions to offer, and as such, we can play a critical role in our own decarbonization at Shell while also helping our customers to decarbonize. We provide high value for Shell while optimizing the cleaner energy eco-system behind the scenes – this is key to delivering Shell’s Powering Progress Strategy.

Our vision of having a single customer-facing organization, which has a holistic view of the customer will allow us to easily sell our unrivalled range of solutions while enabling our business to grow at the pace needed to meet growing demand. We also need to get closer to our customers, and the best way to do that is to understand their needs better and group them into Sectors – in Energy Marketing we have implemented the sectoral model to ensure we are designing and delivering customer-centric solutions.

Energy Marketing brings together the Shell Energy Retail and Shell Energy Trading entities as well as Shell LNG Marketing & Trading, and the Sectors, B2B and B2C marketing businesses under the single customer facing brand – Shell Energy.

CX Lead

What is the role

The Customer Transformation team in Energy Marketing is particularly focused on how we can accelerate customer centric thinking and delivery across our regional businesses. The team is focused on defining how we approach and deliver E2E customer journeys and experience both within Shell Energy and in conjunction with Shell’s Downstream businesses. The CX Lead role exists to be the “voice of the customer” within Shell Energy Marketing, championing a customer-first mindset and providing the right positive tension between teams to elevate the customer experience to a new level, using data-based insights to ensure focus on the “moments that matter”.

This CX Lead will take a strategic look at the customer’s journey and customer experience with Shell using an “outside-in” perspective, working backwards from the intended customer experience to design and improve both the customer journey & underlying processes, using the PDS framework (Processes, Data, Systems). The objective is to both improve the customer’s and the employee’s experience, to ensure customers stay loyal and buy more from Shell and, in the process, deliver more business value.

More specifically :

You will be responsible for the omni-channel B2B customer experience, bridging the gap between business goals and customer needs, resulting in successful outcomes for both. This encompasses every customer touchpoint, so will require extensive collaboration with relevant teams to gather customer insights.

Own the understanding and definition of the B2B customer and what their needs/wants are. This will be through a combination of market research, customer engagement and reviewing customer insights.

Be the owner of the B2B customer experience vision and strategy across several customers facing capabilities along the customer journey.

You will work collaboratively with the UX Lead (IDT) to develop a shared vision, creating a positive, seamless customer experience across the user journeys (i.e., Customer Portals).

Support the implementation of a customer experience platform(s) (i.e., Medallia) to gather customer insights & metrics (i.e., CSAT, NPS) across our regional businesses.

Support customer experience KPIs and performance metrics across digital and non-digital journeys; ensure adoption of KPIs across the organization e.g., 95% of customers are enrolled within 24hrs of signature.

Work closely with the Capability/Product Owners to identify improvements to achieve the CX targets.

Inspire and educate colleagues at all levels within the business as our leading advocate for customer-first thinking. Constantly challenge the status quo and apply customer-first thinking to every initiative .

Requirements

What we need from you

Must have legal authorization to work in the US on a full-time basis for anyone other than current employer.

Candidate must have minimum 7 – 10 (seven to ten) years’ experience.

Bachelor’s degree in any field related is required.

Demonstrated evidence of Leadership Attributes (Individual Contributor), Core Values and Behavioral Imperatives will be considered during the selection process.

Genuine understanding of and passion for customer centricity, digital and innovation.

Ability to work effectively across organizational boundaries with a diverse set of stakeholders to deliver the Energy Marketing CX Strategy. Experience in driving cultural change a critical requirement.

Project Delivery: Previous experience of being part of the design and implementation of projects.

Understanding of Shell Energy & DS Operations beneficial, understanding of external best practices helpful.

Understanding of how technology interfaces with the business – highly advantageous.

Ability to work closely with key stakeholders both within Energy Marketing, across the DS and externally a critical requirement and influence delivery through others.

Understanding of how data-driven insights can be used to drive business decisions advantageous.

Knowledgeable in managing customer experience, commercial and economic acumen, and value chain

Flexible Work Options

We encourage applications from employees who have flexible working requirements (flexibility in working pattern or location requirement). Travel is less than 25%.

Additional Information

This is an exciting role that has a direct impact on EM’s businesses and our customers. It is a role that will attract high performers who thrive on defining and delivering change. Applicants are encouraged to get their applications in early.

Company description

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.

An innovative place to work

There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.

Join us and you’ll add your talent and imagination to a business with the power to shape the future – whether by investing in renewables, exploring new ways to store energy, or developing technology that helps the world to use energy more efficiently.

A rewarding place to work

Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.

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This role will report to Sharlene Malenica, B2B Customer Transformation Manager. Please reach out to her for any questions.

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 Shell/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. As a US Federal Contractor, hiring selections are subject to periodic audit review and documentation of your selections should be maintained for a period of three calendar years. It is the policy of Shell in the U.S. (“Shell”) to provide equal opportunity to all individuals, employees and all qualified applicants for employment consistent with employment requirements and qualifications. Shell prohibits discrimination based on race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, citizenship, genetic information, or other protected status under federal, state or local laws. All employees are expected to support this policy and contribute to an environment of equal opportunity. If you need an accommodation for a disability during the resourcing process, please speak with an HR representative.

According to the United Nations, the global population could increase to more than 10 billion people. A key role for society – and for Shell – is to find ways to meet the growing demand for energy, with less carbon emissions. We need people who dare to think differently – to take part in developing tomorrow’s energy solutions today.

Company info

Shell .
Website : https://www.shell.com