Job Description:
The purpose of this role is to help grow our mobility propositions through effective customer journey and insights management. The person in this role will generate insights and manage customer journey to drive preference to Shell, manage stakeholders, engage with global marketing and insights teams, manage agencies, budgets, approvals, and reporting. From our most premium fuels brand, Shell V-Power, through our growing deli2go food and drink offers, to new energies, this role includes all aspects of the planning and development of the customer journey, gathering and sharing insights that can be used to inform and support decision making. This role is also important to the wider business as reliable consumer and market insights are a critical enabler for the growth.
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Key requirements:
- 3 to 6 years experience in insights management or related marketing roles
- Analyze quantitative and qualitative customer data from multiple sources to develop a narrative around customer issues and needs
- Manage external agencies for the execution of research projects
- Bring consumer perspective to marketing decision by executing market analysis and research activities to provide insights and recommendations
- Devise actionable strategies from customer insights
- Design and drive the consumer experience strategy for the entire consumer lifecycle, consistently with the brand and consumer journey guidelines
- Develop an omni-channel consumer experience, in collaboration with the Marketing, Non-fuels Retail (NFR) and Operations teams
- Improve omni-channel customer journeys, ensuring simple, consistent and engaging experiences for customers across all touchpoints
- Partner with cross-functional stakeholders to prioritize customer feedback and develop action plans to provide solutions
- Actively take part in marketing planning and agency brief processes to share insights and consumer feedback, influence teams to make data-driven decisions that drive strategic change.
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- Internal: Customer Journey and Insights Manager
