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Customer Centricity Champion

Location: 

Houston, TX, US, 77010

Req ID:  79491
Facility:  One Houston Center-Lyo
Department:  O&P Customer Centricity
Division:  Global Olefins & Polyolefins

LyondellBasell

Basic Function

The Customer & Commercial Excellence (CCE) Champion will implement, drive, and support the NPS process in the assigned business unit. This role will interface with and collaborate with Regional Business Unit Heads, NPS Implementation Lead, Results Delivery Lead, other CCE Leads and other parts of the business as needed. 

Roles & Responsibilities

  • Drive local NPS strategy and support the NPS process in the Business Unit / region according to the methodology set by the central team
  • Present progress to the BU/Region manager, management committee & business leaders
  • Drive communication efforts towards goals and progress
  • Drive adoption and reinforcement of key activities
  • Participate in global forums and meetings with other local counterparts to exchange best practices and training programs in support of a customer experience program preferred.
  • Implementation of NPS in BU’s
  • Ensure execution of NPS studies (journeys) in key BU’s identified as relevant in competitive NPS studies
  • Ensure compliance with inner-loop in BU where it has been installed
  • Compliance with NPS methodology & standards
  • Follow NPS methodology as dictated by global team
  • Input on his evaluation from global team
  • Identify and prioritize strategic and tactical opportunities to improve the CX and meet unmet customer needs – track numbers of improvement achieved per Qtr/Year

Min. Qualifications

  • Bachelor's degree in Business, Economics, Engineering, Marketing, Sociology, Psychology or Science required, MBA preferred. 
  • Minimum of 10 years of relevant experience including driving cross-functional improvement projects
  • Experience in a commercial or operational excellence role with project management and customer facing experience, preferred.
  • Experience managing a team 
  • Strong management skills and passionate about delivering a superior customer experience (CX)
  • Understands the value of a recommendation and advocates for changing processes to increase loyalty
  • Deep knowledge of the business and good understanding of the management dynamics in the Business Unit / region
  • Must be able to understand or quickly learn what drives end-to-end CX and how decisions are made within the organization
  • Executive communication, persuasive skills and seniority required as will need to interact frequently with leaders of BU’s and members of the leadership team
  • Must be able to direct analysis, draw key insights and maintain a high-level, strategic mentality 
  • Experience with NPS

#LI-MK2 | #LI-Hybrid
 

Competencies

Builds effective teams
Collaborates
Cultivates innovation
Customer focus
Demonstrates courage
Drives results
Ensures accountability
Instills trust and exemplifies integrity

LyondellBasell (NYSE: LYB) is one of the largest plastics, chemicals and refining companies in the world. Driven by its employees around the globe, LyondellBasell produces materials and products that are key to advancing solutions to modern challenges like enhancing food safety through lightweight and flexible packaging, protecting the purity of water supplies through stronger and more versatile pipes, improving the safety, comfort and fuel efficiency of many of the cars and trucks on the road, and ensuring the safe and effective functionality in electronics and appliances. LyondellBasell sells products into more than 100 countries and is the world's largest producer of polypropylene compounds and the largest licensor of polyolefin technologies. In 2022, LyondellBasell was named to Fortune Magazine's list of the "World's Most Admired Companies" for the fifth consecutive year.

 

We have the potential — and responsibility — to use this scale and reach to make a positive impact across our value chains. That’s why we are working to make meaningful progress to address some of the world’s most pressing challenges such as reducing plastic waste in the environment, helping to mitigate climate change and contributing to a thriving society for our employees, the communities where we operate and the people who depend on our products. To learn more, click here.


Nearest Major Market: Houston

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