Customer Experience Strategist – B2C

Chevron is accepting online applications for the position Customer Experience Strategist – B2C

through 03/20/2022 at 11:59 p.m. Candidates from all US locations will be considered.

We are growing our Customer Experience team! We drive business results by focusing on & meeting the evolving needs of both the end use consumers of our products and the business partners who sell our products. We create great experiences that build connections. We build strong connections that create loyalty. This loyalty drives business results for our business partners and Chevron.

Through collaboration, partnership and utilizing customer data to understand their needs, We Deliver a Differentiating Customer Experience Vision and Strategy for Chevron’s fuels, lubricants, renewables, products and services across all channels in the Americas to inform business decisions, drive marketing execution and enable profitable growth.

The B2C Customer Experience Strategist (CX Strategist) is responsible for leading cross-functional projects to uncover our fuels consumer’s drivers, pain points, and unmet needs. They facilitate working sessions to explore new solutions. They lead with data centricity and use the voice of the customer to challenge the status quo. They own the consumer journey across the full marketing spectrum, using research and data insights to drive marketing effectiveness. They thrive on turning complex information into compelling opportunities and brilliant customer interactions.

Responsibilities for this position may include but are not limited to:

• Responsible for capturing the voice of the customer and works cross-functionally to deliver meaningful and diverse customer experiences.

• Responsible for planning, facilitating, and inserting customer-centric, business enabling strategy based on customer insights across marketing initiatives such as strategic partnerships, loyalty programs, app development, payments, advertising etc.

• Develop views of both present and future customer journey, value proposition customer and life cycle

• Leverages data and differentiated insights across the customer, partner and workforce journey to understand what people are doing and why to identify what moves the needle and optimize customer interactions to increase loyalty and sales

• Leads with outside in perspective and delivers thought leadership in the area of consumer CX

• Lead projects that enhance understanding and value of the customer.

• Lead teams in developing business and customer cases to help drive experience improvement.

• Works closely with product owners who design user experience

• Plays leadership role in providing data & analytics use cases

• Partners with Marketing team members to inform continuous improvement of marketing programs

Required Qualifications

• Bachelor’s degree in marketing

• 10+ years of experience in CX, customer journey, customer-centric design

• 10+ years of experience in marketing planning and strategy

• A deep understanding of CX tools, modern research techniques and analytics platforms including by not limited to – Power BI, Google Analytics, Salesforce Marketing cloud and associated products

• Demonstrated ability to drive efficiencies and value, seek continuous process improvements

• Excellent communication, teamwork and project management skills

• Proven experience in Voice of Customer technologies and best practices

Preferred Qualifications

• Knowledge and implementation of core CX efforts end-to-end, including customer research, strategy, vision, design, development, testing, and associated change management practices.

• Proven and successful experience crafting strategic roadmaps, leading to the development of comprehensive strategies that contribute to the improvement of business performance.

• Demonstrated ability to use digital analytics, customer feedback, user experience research, and other qualitative and quantitative metrics to inform product planning and prioritization.

• Excellent organizational, verbal, presentation/facilitation and written communication skills.

• Collaborate across organizations and drive alignment towards action

• Deadline oriented, ability to work under tight deadlines, many moving parts

• Adaptable and flexible, comfortable with constant change

Relocation Options:

Relocation will be considered.

International Considerations:

Expatriate assignments will not be considered.

Chevron regrets that it is unable to sponsor employment Visas or consider individuals on time-limited Visa status for this position.

Regulatory Disclosure for US Positions:

Chevron is an Equal Opportunity / Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex (including pregnancy, childbirth, breast-feeding and related medical conditions), sexual orientation, gender identity, gender expression, national origin or ancestry, age, mental or physical disability (including medical condition), military or veteran status, political preference, marital status, citizenship, genetic information or other status protected by law or regulation.

We are committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation, please email us at emplymnt@chevron.com .

Chevron participates in E-Verify in certain locations as required by law.