Senior Customer Experience Manager - Mobility & Convenience

About the Role

Join our team as a Senior Customer Experience Manager (remote) at bp! In this role, you will lead the development and delivery of the end-to-end integrated Mobility & Convenience customer experience (CX) strategy for prioritized customers across B2C, B2B, and B2B2C audiences. Your mission is to ensure that the customer experience is relevant at a local level while maintaining global consistency.

What You'll Do

• Own the development and ongoing management of a standardized framework for Customer Value Propositions and their associated measurement.
• Drive integration across teams to deliver seamless, consistent, and differentiated experiences across all M&C customer touchpoints.
• Collaborate closely with the M&C Marketing team to focus efforts on the moments that matter most to customers.
• Work with transformation and tech teams to ensure our business is transforming at pace against the journeys that deliver the most value to bp.
• Accountable for the prioritization of relevant customer archetypes/segments in partnership with the Intelligence & Insights Network of Excellence (NoE).
• Define and evaluate shared M&C CX KPIs to optimize the commercial impact of initiatives.
• Champion the commercial rigor of CX and the use of data to track customer behavior, optimizing customer journeys.
• Lead the continued innovation of the CX, developing new experiences and interactions that meet current and future customer needs.

Requirements

• Extensive proven experience in customer experience design and strategy with B2C and B2B elements.
• Expertise in customer segmentation, journey mapping, customer insights, and data analysis.
• Strong project management skills with a customer-centric approach.
• Awareness of new advances, trends, and methodologies in the industry.
• Commercially driven with the ability to understand business financials.
• Strong leadership skills with a track record of driving alignment across diverse teams.
• Excellent communication and partner management skills.

Nice to Have

• Experience in the energy sector or related industries.
• Familiarity with digital experiences and agile methodologies.
• Knowledge of advanced customer analytics tools.

What We Offer

• Competitive salary and bonuses.
• Share options and flexible benefits tailored to your needs.
• Opportunities for personal and professional development.
• A supportive and inclusive work environment.
• Up to 10% travel expected with this role.

This Senior Customer Experience Manager (remote) position is hybrid, based in Sunbury, England, allowing for a flexible work-life balance. Join us at bp and make an impact in the energy sector!