ABB Business Services Sp. z o.o.

Customer Experience Lead – Common Services ABB BS

ABB Business Services Sp. z o.o.O firmie

ABB Business Services Sp. z o.o.

Przy Rondzie 4

Kraków

Customer Experience Lead – Common Services ABB BS
Workplace: Kraków
Join ABB and work in a team that is dedicated to creating a future where innovative digital technologies allow greater access to cleaner energy.
 
The purpose of the GBS Common Services organization is to implement a culture and practice of excellence throughout the entire value chain of the Company to increase customer satisfaction and improve profitability within a sustainable organization. The Common Services organization has global presence across all ABB Hubs

The Common Services Team’s key focus areas are:
  • Drive Common Services practices within our delivery organization across GBS hubs and front office locations
  • Initiate and drive transformation/cross-functional projects triggered both locally and globally resulting in more efficient, cost effective and increase quality of processes
  • Drive change projects improving the way we work (quality and cycle time) and increasing employee and customer satisfaction via Common Services Practices
  • Build a culture of delivering sustained improvements

Your responsibilities

  • Lead a Global Program Practice Team virtually to implement Drive a Customer experience platform to be used globally in GBS.
  • Stakeholder Management and ongoing progress reporting to GBS OpCo/SteCo with regards to overall customer Experience.
  • Escalation / Feedback management.
  • Develop together with functions business cases, get them approved and programs executed within the approved budget.
  • Be the SPOC in GBS for Customer Experience within GBS Practices.
  • Identify together with functions/other stakeholders within ABB new opportunities to automate processes to increate cycle time, quality and customer experience.
  • Living ABB’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues, and the business.

Your background

  • Deep practical knowledge and understanding of customer satisfaction scoring (CSAT; NPS etc).
  • Program-/Project Management experience.
  • Very good understanding of the Shared Services business model (and variations).
  • The ability to recognize structural issues within the organization & functional interdependencies.
  • The ability to apply architectural principles to business solutions.
  • The ability to develop business cases and high-level plans that can be used for future analysis and decision making.
  • Customer focused mindset.
  • Exceptional communication and engagement skills and the ability to communicate appropriately at all levels of the organization; this includes written and verbal communications as well as visualizations including communication with external parties (e.g. service providers).
More about us

Bring your very own sense of pride and purpose as you help us drive forward the Fourth Industrial Revolution – creating a sustainable future for our planet, and your career. Join ABB and harness the power of our diverse global network, as you collaborate with and learn from our world-class teams. Above all, challenge yourself every day. Let’s write the future, together.

Your benefits
  • Enjoy a stable employment in a company with a long history in innovation and technology
  • Collaborate with experienced experts in an international environment
  • Seize individual development and training opportunities, from job specific to soft skills
  • Get private medical care (including offers for family members) and life insurance
  • Receive attractive remuneration based on your experience and skills, and other financial benefits, such as annual bonus and internal share purchase program
  • Choose from various benefits in kind, ranging from healthy lifestyle offerings, to knowledge sharing, to teambuilding activities
Apply now for this job and become our next Customer Experience Lead – Common Services ABB BS.

Important, please include in your CV the following passage:

“I hereby give consent for my personal data included in my application to be processed for the purposes of the recruitment process under the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation)”.

“I also consent to processing of my personal data for the purposes of any future recruitment processes”.
ABB Data Privacy Statement:
https://new.abb.com/privacy-notice/candidate
Join ABB and work in a team that is dedicated to creating a future where innovative digital technologies allow greater access to cleaner energy.
 
The purpose of the GBS Common Services organization is to implement a culture and practice of excellence throughout the entire value chain of the Company to increase customer satisfaction and improve profitability within a sustainable organization. The Common Services organization has global presence across all ABB Hubs

The Common Services Team’s key focus areas are:
  • Drive Common Services practices within our delivery organization across GBS hubs and front office locations
  • Initiate and drive transformation/cross-functional projects triggered both locally and globally resulting in more efficient, cost effective and increase quality of processes
  • Drive change projects improving the way we work (quality and cycle time) and increasing employee and customer satisfaction via Common Services Practices
  • Build a culture of delivering sustained improvements
Customer Experience Lead – Common Services ABB BSNumer ref.: PL71875185_E3

Your responsibilities

  • Lead a Global Program Practice Team virtually to implement Drive a Customer experience platform to be used globally in GBS.
  • Stakeholder Management and ongoing progress reporting to GBS OpCo/SteCo with regards to overall customer Experience.
  • Escalation / Feedback management.
  • Develop together with functions business cases, get them approved and programs executed within the approved budget.
  • Be the SPOC in GBS for Customer Experience within GBS Practices.
  • Identify together with functions/other stakeholders within ABB new opportunities to automate processes to increate cycle time, quality and customer experience.
  • Living ABB’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues, and the business.

Your background

  • Deep practical knowledge and understanding of customer satisfaction scoring (CSAT; NPS etc).
  • Program-/Project Management experience.
  • Very good understanding of the Shared Services business model (and variations).
  • The ability to recognize structural issues within the organization & functional interdependencies.
  • The ability to apply architectural principles to business solutions.
  • The ability to develop business cases and high-level plans that can be used for future analysis and decision making.
  • Customer focused mindset.
  • Exceptional communication and engagement skills and the ability to communicate appropriately at all levels of the organization; this includes written and verbal communications as well as visualizations including communication with external parties (e.g. service providers).
More about us

Bring your very own sense of pride and purpose as you help us drive forward the Fourth Industrial Revolution – creating a sustainable future for our planet, and your career. Join ABB and harness the power of our diverse global network, as you collaborate with and learn from our world-class teams. Above all, challenge yourself every day. Let’s write the future, together.

Your benefits
  • Enjoy a stable employment in a company with a long history in innovation and technology
  • Collaborate with experienced experts in an international environment
  • Seize individual development and training opportunities, from job specific to soft skills
  • Get private medical care (including offers for family members) and life insurance
  • Receive attractive remuneration based on your experience and skills, and other financial benefits, such as annual bonus and internal share purchase program
  • Choose from various benefits in kind, ranging from healthy lifestyle offerings, to knowledge sharing, to teambuilding activities
Apply now for this job and become our next Customer Experience Lead – Common Services ABB BS.

Important, please include in your CV the following passage:

“I hereby give consent for my personal data included in my application to be processed for the purposes of the recruitment process under the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation)”.

“I also consent to processing of my personal data for the purposes of any future recruitment processes”.

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