Continuous Improvement / Customer Experience Lead (CI/CEx) - United Arab Emirates
Company description: Shell has been active in the United Arab Emirates since 1957. In the UAE, Shell is involved in every stage of the petroleum value chain from the discovery and production of oil and gas to the distribution, marketing and retailing of oil, gas and petrochemicals. Your career at Shell UAE will thrive, thanks to its unrivalled career development programme that will see you tap into a pool of local and global experts that will help you unlock your potential and thereby help Shell expand its innovative scope. Shell UAE trades with customers throughout UAE and neighbouring regions from individual entrepreneurs and small businesses to major industry and multi-national companies. Shell UAE believes in giving back to the community: the Emirates Businesswoman Award, for example, aims to raise the profile of active business women in the UAE and encourages them to take on active roles. Job Description: This role is part of Middle East Customer Operations team and primary focus is to drive towards a culture where a single customer operations organization focuses on customers and delivers a best in Market Customer Experience and Value for Shell.The Continuous Improvement / Customer Experience Lead (CI/CEx) is accountable for coaching and modeling Continuous Improvement (CI) and Customer Experience (CEx) tools and behaviors including Customer 1st and leading local customer operations excellence projects in collaboration with Global Customer fulfillment Excellence team to drive improvements to deliver a Best In Market Customer Experience and maximize business value.- Embed Continuous improvement (CI) culture by role modeling and embedding CI tools- Raise CI awareness & share CI best practices- Support CI Practitioners via coaching in their delivery of both competency development and project execution- Priorities CI improvement initiatives/opportunities- Lead / Resource for local CI / customer operations excellence projects- Demonstrate Customer First behaviors and act as the Customer 1st Ambassador in collaboration with Global Customer 1st Lead sharing best-practices and feedback loops- Driving behaviors to embed Easy, Value-adding and Personal as the Customer Experience (CEx) Promise.- Championing Customer 1st agenda in Middle East countries (through local Customer 1st focal points) by deploying the easy, personal and value added approach through agreed Customer 1st Action Plan- Own and leverage Customer Operations Team participation in Customer 1st Competition and local Rewards and Recognition schemes to drive Easy, Value-adding approach- Embedding customer centric design in our operations- Embedding Customer Experience (CEx) into our onboarding and learning agenda- Own local customer satisfaction survey outcomes, including driving commercial insight, sharing analysis and insights to be actioned.- Support business partners in new deployment, sampling strategy, insights, training etc. Identify where further engagement or training is required and train users accordingly, and share best practices- Ensure the customer satisfaction survey is leveraged and actively used by Customer Operations and end two end business partners. Check customers response rate, usage and if/how alerts/complaints are closed, actions taken- Raise Customer satisfaction awareness and relationship between customer experience and financial performance- Extract customer insights from sources beyond customer satisfaction survey including for example complaints data, social media to drive Customer Experience Improvements- Review insights with business partners and relay back to the Global teams (structural/tactical fixes and innovation).- Ensure Customer Experience is on the agenda and agree actions during internal meeting with other function/stakeholder (include customer insights, complaints analysis, social media and any other sources of customer insight) Job Requirements: - Educated to College or University degree level or equivalent- Experience in coaching motivating and providing guidance to teams and individuals - Proven experience in identifying and delivering improvements- Strong stakeholder management experience : Building and maintaining effective relationships - Lean Practitioner / Continuous Improvement business coach certification- Commercial & Economic Acumen- Managing Customer Experience- Project Management/ Delivery- Change Management - Value Chain Understanding 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 is an Equal Opportunity Employer.