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Oud 7 juni 2017, 11:16
JohnHart JohnHart is offline
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Standaard AkzoNobel is hiring a GBS Customer Experience Manager in Amsterdam

Bring powerful organizational and communication skills to the planning and implementation of a global internal Customer Experience program

AkzoNobel creates everyday essentials to make people’s lives more liveable and inspiring. We are a leading global producer of paints, coatings and specialty chemicals, supplying essential ingredients, essential protection and essential color to industries and consumers worldwide.

Central to this success is a rapidly growing Global Business Services (GBS) capability that encompasses a number of key functions, such as HR, Finance, Procurement Sourcing, Real Estate and Facility Management. It is imperative that GBS builds strong relations with our internal customers at all levels, including senior leadership, by creating a great GBS experience and continuously improving our services.

Within this context, your mission in this role is to develop and implement a GBS Customer Experience strategy. In doing so you ensure that our customers, i.e. AkzoNobel employees, understand the GBS journey and the objectives inherent within our transitions and improvement projects. This requires careful management of our internal customer relationships and a constant process of information and feedback. It also requires you to interact with stakeholders including Leadership team, Global Process Owners, Regional Delivery Leads and Service Delivery Managers.

Is this a challenge that matches your profile as a result oriented and analytical problem solver? Do you have the confidence and skills to take personal accountability and ownership of tasks? Can you ensure a customer centric approach across our services via techniques including customer journey mapping, customer experience principles and customer feedback? Above all, can you make a real difference within our dynamic, multinational and multicultural business environment?
If you offer all this and more we invite you to apply for the role of

Customer Experience Manager

The role and its responsibilities
Based at the AkzoNobel Center in Amsterdam, the Netherlands, you are accountable for the GBS Customer Experience strategy, approach and plans, with the ultimate goal of improving the GBS Customer Experience for all AkzoNobel employees.
This involves a number of key accountabilities and activities:

GBS Customer Experience strategy, approach and plans
You define the strategy and approach to customer satisfaction measurement and set up the Customer Experience improvement framework and governance. You also develop a methodology for improving the customer experience, along with customer satisfaction feedback mechanisms, including surveys, interviews, user panels and the Global Executive Customer Board.

Manage the flow of customer satisfaction information
Towards key GBS stakeholders, including Leadership team, Global Process Owners, Regional Delivery Leads and Service Delivery managers. In doing so you align (Senior) Stakeholders to GBS vision and direction. You also communicate customer feedback and opinions to key GBS stakeholders and organize high-profile stakeholder meetings and the associated materials.
Further, you manage a constant flow of information in line with our communication strategy and in support of our programs and projects. You also act as the GBS focal point (with help of IM) to select and rollout customer survey systems, and manage a team of data analysts responsible for feedback collection and reporting.

Ensure a customer centric approach in our services
By initiating and managing improvement projects using our Customer Experience approach, including customer journey mapping, customer experience principles and customer feedback.

You provide Internal Communications, who are responsible for the Global Strategic GBS Communication Strategy, with content and material regarding major initiatives, success stories, business case proof points, etc.
You also provide and manage a constant flow of good information relevant to our customers, in line with our communication strategy and in support of our programs and projects.

Panels and networks
You help to establish user panels and create and manage a Voice of Customer network and an Executive Global Customer Board.

Job requirements / Candidate profile
To apply for this position you must possess the following attributes:
• Master’s degree in an area such as Customer Experience Management, Innovation, Communications, Organizational Behavior or Business Management, or another degree relevant to Customer Experience;
• At least five years of multinational work experience, with at least 3 years of relevant work experience in Customer Experience;
• Approximately two years of managerial experience;
• Project management experience is a strong advantage, as is experience in business functions such as Financial, HR, or IT;
• Good networker, sensitive to the requirements of a diverse and multi-cultural environment;
• Strong interpersonal and communication skills including fluent written and spoken English.

Application details
For further information, please contact Samantha Veer, Talent Resourcing Partner, tel. +31 (0)88-010 6789, option 2. Only online applications will be accepted, please go to, reference 170002E2 or use the ‘apply’ link.

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