Customer Experience (CX) Lead

HoustonSouth East
03 Nov 2016
13 Apr 2017
Oil and Gas
Contract Type
Full Time
Role synopsis
BP is looking for an experienced Customer Experience (CX) Lead to join its newly formed Customer Services (CS) team in Sunbury. The Customer Services teams sits within the Infrastructure and Integration Services (I&IS) area of our IT division, and has global responsibility for the delivery of integrated IT services across service desk, field support, self-help and tooling capability. As a valued member of the team you will identify and effect continuous improvement to the customer experience roadmap and journey, from the perspective of predominantly internal IT and business customers.

Key accountabilities
Your key responsibilities will include:

  • Creating and realising the delivery of the IT&S customer experience roadmap in alignment with the broader IT architecture strategies, policies and plans
  • Creating budget plans in alignment with the above mentioned customer experience roadmap and ensure priorities are clear and articulated together with associated risks.
  • Providing Customer experience guidance to IT&S service owners wishing to redesign their existing, or create new services
  • Optimising and adapting customer feedback channels and capitalizing on any improvement opportunities including well defined escalations processes
  • Creating and managing customer centric IT&S surveys and research across organisations to leverage smarter, more effective mechanisms for gaining 'in the moment' returns
  • Creating SLA reporting for customer experience across the wide range of IT&S services and implement tooling as required, to assist with such measurement in order to drive consistency.

As Customer Experience Lead you will also collaborate closely with the broader customer experience team, other leads and service owners to ensure that Customer experience integrates effectively to meet changing requirements in a consistent optimised manner. You will also influence the Self Help Services Manager to incorporate emerging digital solutions to business customers needs as well as playing pivotal role as Chief Editor of content relating to customer experience across various reports and media. With well-honed interpersonal skills you'll also be responsible for the design of the Customer Service training program to promote a customer centric approach across the IT division.

Essential Education

Essential experience and job requirements
To apply, you should have strong customer experience related exposure including customer success metrics, strategy development and an understanding of the voice of the customer. With your finger on the pulse of the latest digital trends, you'll be able to identify innovative solutions to customer needs and have a passion for customer experience. With effective stakeholder engagement skills, you'll be well versed in operating across a globally distributed organisation. It's an exciting prospect to join a new team, and a great opportunity for anyone looking to develop their career in customer experience within a complex, global business.

Other Requirements (e.g. Travel, Location)
Travel up to 25%.

Desirable criteria & qualifications
Solid experience in Customer Experience related roles.
Proficient in customer journey mapping techniques.

Relocation available

Travel required
Yes - up to 25%

Is this a part time position?

About BP
Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. BP operates with business activities and customers in more than 80 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future.

BP is one of the three largest energy companies in the world, operating in over 100 countries across 6 continents. Information Technology & Services (IT&S), provides a full range of IT services to BP's global business segments.

IT&S plays a critical role in the delivery of defined world-class operational services that BP businesses can rely upon in support of their own performance. Our specific accountabilities include the delivery of services to specified target levels, including availability, recoverability and cost to the corporation. These services must also be delivered safely and secured against the growing risk of viruses and other security threats.

We aim to benchmark our performance favorably against a defined peer group of the world's best and intend to deliver our services with professionalism to rival any major business corporation in the world - this is what we mean by being 'World Class'. To achieve this exciting level of performance will require a commensurate level of enthusiasm, commitment and expertise in our people.

Corporate & Functions

Closing Date
[ "12-Apr-2017" ]