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Lead, NPS Implementation

Location: 

Houston, TX, US, 77010

Req ID:  79490
Facility:  One Houston Center-Lyo
Department:  O&P Customer Centricity
Division:  Global Olefins & Polyolefins

LyondellBasell

Basic Function

The Net Promoter System (NPS) Implementation Lead will manage the overall NPS program design, implementation, roll-out, adoption and sustainment to ensure that LyondellBasell (LYB) has a robust and consistent capability to ‘Listen, Learn and Act’ on customer feedback. They will work with and coordinate with the Customer & Commercial Excellence (CCE) Champions across the regions and business units to install and sustain both a Net Promoter System and an overall focus on customer centricity. They will ensure customer experience is reported in coordination with key financial, sales & operational measures to relevant leaders and decision makers as well as have day-to-day guidance and oversight for full implementation of the Net Promoter System and supporting business process and technology needs. They will maintain 3-year strategic roadmap to advance voice of customer capabilities (‘Listen, Learn, Act’).

Roles & Responsibilities

  • Manage and execute the design, testing and maintenance of the key elements of LYB’s Net Promoter System including: 
    • Processes and rules for gathering customer feedback (survey triggers and invitations)
    • Process for high velocity closed-loop, customer follow-up, individual and team learning and continuous improvement (‘Inner Loop’), guidelines for teams to gather and problem solve around the customer experience (‘Huddle’)
    • Ongoing process to gather and synthesize customer feedback
    • Process and criteria to triage, organize, and prioritize feedback; combine it with operational and other internal data to identify systemic opportunities to improve the customer experience (‘Outer Loop’)
  • Define and manage the installation and maintenance of the required technology and vendor infrastructure to support the collection and reporting of feedback.  Partner with IT, Digital and procurement as required
  • Partner with CX Analysts and Business Finance/Business Decision Analyst (BDA)team to link CX data with operational / financial data to deliver global customer insights and recommendations for action
  • Ensure that proper training and reinforcement program is designed and deployed to support the installation, adoption and sustain of the NPS activities across the enterprise – work with HR team and other experts as needed
  • Coordinate across Business Units and regions to develop and maintain the roll-out plan; define installation, adoption, and sustainment metrics and report on progress to relevant executives
  • Support the regions and Business Units to develop and maintain their change management and global communications plans
  • Guide the development of regular global rollout reporting at a regional level to coach teams towards performance improvement areas
  • Facilitate CX Champions and alignment, global get-togethers and share knowledge and best practices with regions on request (including training)
  • Periodically observe elements of the Inner Loop, Huddle and Outer Loop to ensure quality and consistency as well as identify future coaching and development needs

Qualifications

  • Bachelor’s degree in business, economics, engineering, marketing, sociology/psychology or sciences required. 
  • MBA, Customer Experience or NPS Certifications preferred.
  • 5+ years’ project/program management experience.
  • 3+ additional years’ experience with customer feedback/insight collection or market research and data visualization.
  • Experience implementing and sustaining broad-based voice of customer, Net Promoter or Customer Experience programs.
  • 5+ years in chemicals businesses or functions in customer facing roles (sales, account management, technical sales, marketing etc.) preferred.
  • Experience designing or deploying culture, change management and training programs in support of a customer experience program 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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