Bp Sunbury-On-Thames, England, United Kingdom
CX Manager - Innovation & Planning
Job Description: The CX Manager (Head of level) will play a critical role in supporting the development of the end-to-end integrated Mobility & Convenience (M&C) customer experience (CX) strategy for customers across B2C, B2B, and B2B2C audiences. This role involves analyzing customer journeys, touchpoints, segmentation, and insights to enhance customer interactions.
Entity: Customers & Products
Job Family Group: Marketing Group
Responsibilities include:
* Prioritize customer segments across B2C, B2B, and B2B2C, in collaboration with the Intelligence & Insights NoE, identifying growth opportunities.
* Champion the execution of the CX vision, including journey mapping, issues resolution, and aligning strategies with local markets.
* Lead implementation squads for prototyping and piloting customer experiences.
* Formulate business cases for CX initiatives, manage budgets, and track outcomes.
* Collaborate with local teams to deliver end-to-end experiences spanning fuels, convenience, and EV solutions.
* Manage a backlog of CX initiatives, surfacing needs for new technology and digital solutions.
* Define and monitor customer metrics and ensure the commercial impact of CX initiatives.
* Oversee the Voice of the Customer framework, enhancing feedback capture and analysis tools.
* Create reporting templates for different timeframes and develop strategic recommendations for CX improvements.
* Work with the Insights NoE and the Hub to optimize feedback collection and customer journey data analysis.
* Ensure marketing activities align with the CX strategy to maximize ROI, brand health, and customer lifetime value.
Qualifications:
* 7+ years in customer experience design, preferably within a multinational organization, with B2C and B2B experience.
* Expertise in segmentation, journey mapping, insights, and data analysis.
* Proven track record in implementing customer-centric strategies with measurable results.
* Knowledge of digital trends, agile methodologies, and industry innovations.
* Strong leadership, collaboration, communication, and project management skills.
* Retail experience in B2C and B2B environments; fuel industry experience is a plus.
Additional Information:
* Location options include Sunbury, UK, or Madrid, Spain.
* Up to 10% travel expected.
* This is a hybrid remote/office role.
* We offer a diverse and inclusive work environment with various employee benefits.
Legal Disclaimer: We are an equal opportunity employer committed to diversity and inclusion. Adjustments are available for applicants with accessibility needs.
Seniority level: Mid-Senior level
Employment type: Full-time
Industry: Oil and Gas
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