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Job Description:

As the CX Lead, you will work as a critical part of the CX team, to support with the end-to-end, integrated Mobility & Convenience (M&C) CX strategy for customers across B2C, B2B and B2B2C audiences, based on their journey, touchpoints, segmentation etc.

You will contribute to delivering consistent, seamless, and customer-centric journeys, monitoring and measuring behaviour, sentiment and engagement and drive forward recommendations to promote Customer Lifetime Value growth.  

What you will deliver :

• Assist in the prioritisation of relevant customer archetypes/segments, in partnership with the Intelligence & Insights Network of Excellence (NoE) and support the team to qualify future long-term growth opportunities to guide strategy and investment across global markets.

• Support with the creation of comprehensive, long-term CX strategies (across e2e touchpoints), journey mapping, and pain points resolution for prioritised customer archetypes, based on customer data-driven insights.

• Manage the communication and governance planning roadmap to help embed CX frameworks within local market teams.

• Contribute where relevant to annual plans and budget decisions by providing clear insights to improve plans. Use your operational expertise and independent judgment to suggest new ideas for consideration to improve processes.

• Make sure data collection and analysis is carried out by the Intelligence & Insights NoE and Hub to inform and optimise customer journeys, enabling enhanced decision-making.

• Work with the team to meet defined KPIs of maximising MROI, improving brand health, increasing volume and profitability, and enhancing CLV.

• Assist with managing a prioritised and validated backlog of CX initiatives, ensuring customer needs are addressed in alignment with business priorities.

• Help to track & analyse customer metrics and KPIs while ensuring the commercial impact of CX initiatives, including new revenue streams and lifecycle management.

• Co-ordinate and collaborate with the teams across the M&C Marketing NoE to avoid silos and contribute to a consistent and seamless customer experience, with a focus on the immediate term

• Support implementation squads, responsible for prototyping experiences and ensuring they can be operationalised e.g. leading pilots.

• Assist in addressing issues and developing resolutions across multiple collaborators.

• Support local market teams with delivering end-to-end customer experiences across fuels, convenience, and EV solutions to drive business differentiation and customer loyalty.

What you will need to be successful:

• Expertise and 5-7 years proven experience in customer experience design and strategy, development and delivery,  across B2C and B2B retail.

• Expertise and 5-7 years demonstrated experience in customer segmentation, journey mapping, customer insights, data analysis and data modelling. Validated by delivery in improvement in critical metrics.

• Ability to work independently to implement customer-centric strategies that deliver measurable business results.

• Strong project management skills combined with a customer-obsessed approach that consistently prioritises the customer while delivering long-term business impact.

• Strong business and commercial competence, able to understand business financials and apply insights to identify commercial opportunities for both short and long term.

• Excellent communication and collaborator management skills, fostering a culture of collaboration and innovation.

• Growth mindset, embodies self-learning and stays ahead of new advances, trends and latest methodologies, tools and best practice in the industry, including forecourt and digital experiences and comfortable with agile ways of working.

Skills:

-Customer Experience Metrics Modelling,  Analysis and Reporting

-Customer Value Proposition Development & Execution

-Customer Journey Mapping Development & Delivery

-Budget, Resource and Backlog Management & Prioritisation

-Excellent Stakeholder Management & Communication Skills

-Must Have Demonstrable Expertise in Retail ideally globally

W hy join us?

At bp, we provide an excellent working environment and employee benefits such as an open and inclusive culture, a great work-life balance, tremendous learning and development opportunities to craft your career path, life and health insurance, medical care package and many others!

We support our people to learn and grow in a diverse and exciting environment. We believe that our team is strengthened by diversity. We are committed to crafting an inclusive environment in which everyone is respected and treated fairly.

There are many aspects of our employees’ lives that are significant, so we offer benefits to enable your work to fit with your life. These benefits can include flexible working options, collaboration spaces in a modern office environment, and others benefits.

Reinvent your career as you help our business meet the challenges of the future. Apply now!

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Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us .

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.