Customer Experience Manager

Main Responsibilities: 70% India Focus: Define & implement Customer Experience strategy and activities for India in alignment with Regional CX Lead the implementation of CX Roadmap, including overall management of activities and timelines and working with stakeholders to facilitate execution of initiatives owned by other functions Drive and track implementation of Customer Experience initiatives, including quick wins Build capability to lead customer journey mapping activities Lead VoC strategy and activities for India, in alignment with Region/Global Embed data-driven approach to customer insights and decision-making within the culture – through activities such as utilization of the CX Scorecard and VoC Drive the upskilling and engagement of the organization around Customer Experience 30% Region Focus; exact split of activities will be agreed in the team but will include some of the following: Lead NPS execution for APA as beacon metric for Voice of Customer Management of NPS KPI's, working closely with Markets, Regional & Global counterparts Ensure follow-up on defined actions and define pathway for creating actions on a regional level Analyze NPS and other aligned data sources (eg CX Scorecard) regularly to define insights & actions Lead development of Voice of Customer approaches (including new tools / systems, dashboards, analytics) beyond NPS for customers across APA Develop subject matter expertise on methodologies including survey design Manage channels and platforms for collection of insights Lead analysis of quantitative and qualitative data to generate insights Design Voice of Customer approaches and methodologies in order to facilitate the idenfication and measurement of the drivers of business value Own CX Scorecard for APA, including embedding its use in preparation for quarterly Market Dialogues Support in Customer Experience communication, upskilling and engagement activities for the APA organization – including collation of quarterly highlights and CX Day activities Support additional Customer Experience focus topics and activities as defined by the Customer Experience strategy and CX Roadmaps (ie journey mapping) Job Requirements: Postgraduate in Marketing or Agri Business Management Minimum 3 years (preferably in Customer Experience / Management Consulting / Project Management / Sales / Marketing / Commercial roles) Business acumen Customer Experience methodologies (eg survey design, journey mapping) desirable Project management Structured problem-solving Data analysis – qualitative and quantitative Written and verbal communication

We are a leading chemical company, with the best teams developing intelligent solutions for our customers, and for a sustainable future. We connect and develop people with diverse talents all over the world. For you, this means a variety of ways to progress. Not only your performance but also your personality matter to us, regardless of gender, age, ethnicity, orientation, and background. At BASF, careers develop from opportunities.