Publication date: 25 Apr 2019

Customer Experience Design Lead - Europe

Shell Business Operations


Category: Customer Service

Level of English: C1-C2

Ref. no.: 100752BR

Position level: Specialist

Shell Business Service Centre Kraków - job
Royal Dutch Shell is a global group of energy and petrochemicals companies, operating in over 80 countries and territories and employing more than 90,000 people. Our core values of Honesty, Integrity and Respect for People define who we are and how we work. Royal Dutch Shell has developed a global network of Shell Business Operations to provide first-class services to Shell companies across the world.

Shell Business Operations (SBO) Krakow sits at the centre of Shell’s global businesses, providing an operational backbone to our essential business functions. Working in a vibrant community with strong values and a supportive culture, an SBO-Krakow job will offer the chance to build a lasting and meaningful career. As one of six Business Service Operations centres, located worldwide, a job in Krakow will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and internal stakeholders as well as advanced financial operations.
Customer Experience Design Lead - Europe
Work location: Shell Energy Campus, Czerwone Maki 85


Job description:
A chance for you to use your communication and commercial expertise, joining a team that’s at the forefront of exciting and innovative approaches to customer experience. With all the career development opportunities you’d expect from a positive, global company.

Where you fit in

As Customer Experience Design Lead, you’ll be working within Customer Operations, driving forward-thinking changes across our downstream business. With a particular focus on delivering innovative strategy around how digital, artificial intelligence and data analytics can transform how we serve customers and run our business.

What's the role

As a company, we care deeply about actively listening and responding to our customer needs, and we’re passionate about being market leaders in the design and delivery of our customer experience. Which is where you come in.

We’re looking for a dynamic leader who can confidently shape and manage leading edge programmes that will develop the customer experience of tomorrow – and deliver it today. Managing a diverse team, your challenge will be to put customer experience at the heart of all you do, digging deep into how we serve customers today, and using those insights to identify big market and customer trends that impact on business.

Much will depend on your ability to define, design and execute a clear vision of customer experience, setting out how to add value, and its fit within overall business strategy. Strong communication skills will be essential to the role. You’ll be as confident working with senior stakeholders across our downstream businesses, as you are motivating your team and encouraging collaborative work. Requirements:
What we need from you

It’s your personal and management skills that will make the difference, along with your expertise in leading customer experience transformation projects. We expect you to be able to demonstrate some expertise within digital design projects, preferably using Agile, within complex, global organisations. Plus, experience of using customer centric design thinking will be an advantage.

Beyond that, we’re keen to talk to men and women who thrive on spotting and presenting commercial opportunities and are confident leaders who can both define and deliver on an exciting, innovative vision.
Benefits of working at Shell:
  • Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500)
  • Unique opportunity to fulfill your potential with personal and professional development programs
  • Work in a smart and motivated team within a supportive and inclusive culture with strong values
  • Attractive salary and bonuses
  • Complex medical care and individual life insurance
  • Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities
  • Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms
  • Opportunity to participate in social and community projects
Shell is an Equal Opportunity Employer
Check Shell Business Operations profile

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