Change Analyst: CX Comms & Engagement: Culture & Capability: Energy Co - Waterloo, Merseyside, United Kingdom,
World Leading Global Energy Oil Company has an exciting opportunity for a Customer Experience Change Management Analyst to join the Customer Operations team who deliver a best in market customer experience (CX) and deliver business value, at an affordable cost.
The role will involve 10-20% travel to other Shell offices globally.
It is an exciting opportunity to join the team on the journey of becoming a truly customer-centric organisation. Working with both Customer Operations colleagues (leadership team and frontline) and business partners across the globe, the right candidate will help embedding insights-driven culture that underpins our customer-centric strategy to deliver best in market CX.
The role is vital in supporting implementation of strategic initiatives through effective change management aimed to improve day-to-day insights and value delivery in the organization; including running effective engagements, roadshows, training sessions, optimizing the global Voice of the Customer program and Sharepoint site.
Work with 3rd party agency in designing/ repurposing and delivering awareness materials from posters/videos to customers' stories
Manage and optimise content on the Sharepoint to ensure up-to-date and complete information readily available for users to self-serve
Lead Voice of Customer forum/ community in increasing and advocating insights values
Lead/ support key interfaces with Customer Operations teams (managers, VOC community, frontliners), business partners in Sales and Marketing, LSC, S&D and Fin Ops to ensure awareness, readiness and optimization to self-serve customer insights from the VOC platform
Create Leadership advocacy programme - sponsorship, advocate/ video clips of leaders
Lead awareness/ training/ Lunch & Learn engagements within Customer Operations CO and DS businesses
Work with Customer Operations learning team to introduce Insights Onboarding toolkit
Coordinate Customer Journey Mapping Workshop - focusing on insights (research/ Medallia) as starting point prior to drawing touchpoint/ moment that matters/ ideation
Support Customer Experience Insight Lead to improve insights maturity and culture, shifting way of thinking from reactive to proactive explore insights, and new ways of leveraging/ integrating data management to drive more tangible and actionable insights that help business delivering values
Lead/ support roadshow/ campaign in increasing insights maturity, including but not limited to SBO locations (Kuala Lumpur, Krakow, Manila)
Report change management progress and analysis to CO stakeholders (LTs/ managers/ VOC focals) and business partners
Drive continuous improvements to the efficiency of the change management process (external learning, new ideas/ innovation for future implementations)
Minimum 5 years' experience within a Change management role with a solid understanding of Change Management principles, methodologies
Highly organized and excellent Relationship management/ Interpersonal/ Communication skills - proven ability to engage and partner with senior stakeholders across any number of business functions either face to face or virtually
Consult and coach project team, leaders, sponsor(s) and change agents to champion the change and provide visible ownership of the project
Experience designing, facilitating and managing workshops focused on driving to successful outcomes
Experience in driving cultural/ behavioural change
Work across and build strong relationships with business leaders and stakeholders to shape and deliver a change plan
Ability to write suitable reports and presentations of findings / recommendations.
Marketing/ user campaign management skills and experience would be highly desirable
This needs combining with a positive attitude and an ability to work within a large, globally dispersed project team in a multi-cultural environment. You also need to be a self-starter, a logical thinker and a quick learner, with strong initiative and excellent communication, interpersonal and presentation skills, able to write clearly and concisely.
We believe in equality of opportunity for all job applicants regardless of gender, marital status, race, colour, nationality, ethnic origin, creed or religion, disability, sexual orientation or age.
Specialising within Energy Trading, Oil & Gas, Financial Markets and TV & Entertainment, Eaglecliff Recruitment is ISO accredited, a Member of REC and listed within the top 4% for Financial stability by Dun & Bradstreet. Please telephone for an immediate response or email your CV for a reply within one hour. Eaglecliff Ltd is acting in the capacity of an employment agency for permanent recruitment and an employment business for contractor resourcing.