Customer Experience Transformation Specialist

4 weeks ago

Shanghai, Shanghai, China Huntsman Full time

At Huntsman, we're looking for a skilled Customer Experience Transformation Specialist to join our Advanced Materials division.

This role involves identifying, developing, and implementing business change initiatives that support our global customer experience strategy. You'll focus on driving improvement opportunities in the way we engage with customers from order entry to delivery of goods.

As a key member of our team, you will:

  • Collaborate with cross-functional teams to guarantee a safe working environment.
  • Contribute to the Order to Cash process and digital transformation as part of our global supply chain excellence team.
  • Develop and report potential business improvements based on feedback from Admat's team leaders and members.
  • Create business cases by understanding AS-IS and TO-BE situations, evaluating challenges, implications, potential threats, and weaknesses.
  • Communicate progress, roadblocks, required actions, resources, and results to facilitate prioritization of actions across work streams.
  • Seek management assistance to resolve issues threatening delivery of estimated benefits within the stated timeline.
  • Ensure efficient preparation for steering team meetings and provide regular feedback to management.
  • Manage, mitigate, and report any deviations to the initial project budget and costs estimation.
  • Develop training programs for end-users when necessary.
  • Establish Key Indicators to track benefits delivered.

You will be responsible for monitoring market trends and identifying best practices across industries.

Key qualifications include a master's degree in business or significant experience in running customer-facing functions, logistics, and strong analytical skills. Proficiency in English is required, along with expertise in customer service, warehousing, and fulfillment, as well as experience in change management.

We offer a competitive salary of $80,000 - $120,000 per annum, depending on location, experience, and performance. The role also includes additional benefits such as relocation assistance, health insurance, and retirement plans.

The ideal candidate will have excellent communication and interpersonal skills, with the ability to motivate and mobilize teams. A strong data-driven approach and LSS Green Belt or PMI certification are highly valued.

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