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Sr. Specialist, Customer Centricity Data Analysis

Location: 

Houston, TX, US, 77010

Req ID:  79426
Facility:  One Houston Center-Lyo
Department:  O&P Customer Centricity
Division:  Global Olefins & Polyolefins

LyondellBasell

Basic Function

  • Enable leaders and employees throughout the enterprise to put our customers at the center of every decision using data and critical insights 
  • Drive action by determining critical data and insights to understand the customer experience (CX)
  • Proactively generate customer-focused and actionable insights using statistical analysis and data management from experience (Net Promoter System and other voice of customer) and broader operational data (sales, marketing, quality, delivery reliability, etc.)
  • Guide standards for reporting and analytics across delivery solutions and coordinate reporting rollouts
  • Be the expert on customer experience-related data analysis and act as a coach / partner across the businesses to share knowledge, advance best practices and build capabilities 

Roles & Responsibilities

  • Serve as a major resource in statistics, sampling, research methods, and decision methods
  • Design and maintain a CX / NPS Dashboard and reporting ecosystem to ensure the relevant data and insights are easily accessible to commercial teams, decision makers, and operators
  • Coordinate and execute analysis to represent the Voice of the Customer in relevant forums
  • Support the analytical needs of the CCE Lead and the CCE team
  • Support the development of accurate customer contact data and the processes and tools that link customer insights across various technology and data storage platforms.  In partnership with relevant subject matter experts, ensure all privacy and data security guidelines are respected
  • Support the CX lead and the NPS Implementation leader to define and manage the installation and maintenance of the required technology and vendor infrastructure to support the collection and reporting of feedback.
  • Partner with relevant technology (IT), digital teams and procurement to develop and sustain easy to use and understand visualization of customer feedback
  • Pro-actively identify trends, patterns, themes from the customer feedback. linking customer feedback with other data sources
  • As needed, support analytical resources in business units on customer experience related topics

Qualifications

  • Bachelor's degree or equivalent required. Degree in Applied Statistics, Mathematics, Data Science, or Engineering, preferred. 
  • 3+ years of experience in data management and computer programming required.
  • 3+ years of experience preparing executive communications required. 
  • 1+ year of experience driving root cause analysis required.
  • Experience with customers and market resources required. 
  • 2+ years of experience working within the chemical industry preferred.
  • 2+ years of experience in a customer facing commercial enablement role (sales, account management, technical, sales, marketing) preferred.

#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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