Entity:
Finance
Job Family Group:
Sales GroupAs the world and bp are changing, Finance Business and Technology (FBT) has a vital role to deliver business solutions that result in great outcomes for bp. Our mission is to create innovative solutions to help transform bp, driven by inspired people in a dynamic environment.As a Capability Manager for the Customer Experience function, your purpose is to strategically enhance and optimize the organization's ability to deliver exceptional customer experience. You will be responsible for assessing, developing, and nurturing the capabilities vital to consistently meet and exceed customer expectations across all touchpoints. By identifying and addressing gaps in skills, processes, and technologies, you will empower teams to deliver seamless, personalized, and memorable experiences that drive customer loyalty, retention, and advocacy. Your role is instrumental in fostering a customer-centric culture, driving continuous improvement, and ensuring alignment between customer experience strategies and organizational capabilities to achieve business growth and sustainable competitive advantage. This role will focus on designing, implementing, and sustaining capability frameworks, learning programs, and continuous improvement initiatives to drive service excellence, process efficiency, and employee development across customer-facing teams.Working across multiple geographies and functions, the role will lead innovation in digital workforce solutions, drive transformation initiatives, and build a high-performing service culture.
Key Accountabilities:
- Capability Management: Develop and implement a global capability-building framework to enhance skills and competencies across customer operations. This role should also use market research to identify future skills and embed this into the capability-building framework.
- Capability Assessment - Conduct thorough assessments of the organization's current capabilities related to customer experience, including employee skills, processes, systems, and technologies.
- Capability Development - Develop and implement strategies to enhance and build organizational capabilities that directly impact the delivery of exceptional customer experiences.
- Training and Development - Design and implement training programs to upskill and empower employees with knowledge, skills required to deliver outstanding customer experiences consistently and also upskill employees on future skills.
- Process Optimization - See opportunities to streamline processes and workflows to improve efficiency and effectiveness in delivering seamless customer experiences.
- Technology Enablement - Evaluate, select, and implement technologies and tools that support and enhance customer experience initiatives, such as CRM systems, feedback management platforms, and omni-channel communication solutions.
- Performance Monitoring - Establish metrics and KPIs to supervise and measure the effectiveness of customer experience capabilities, regularly supervising progress and making data-driven decisions to drive continuous improvement.
- Cross-functional Collaboration - Collaborate closely with other departments, such as marketing, sales, product development, and operations, to ensure alignment of capabilities with overall business objectives and customer needs.
- Change Management - Lead change initiatives related to customer experience capability development, ensuring successful adoption and implementation across the organization through effective communication, training, and support.
- Customer Insights - Apply customer feedback, data analytics, and market research to identify trends, preferences, and difficulties,advising capability development efforts to better meet evolving customer expectations.
- Continuous Improvement - Drive a culture of continuous improvement by regularly reviewing and refining customer experience capabilities, staying abreast of industry standard methodologies and emerging trends to maintain a competitive edge in the marketplace.
Qualifications, Competencies & Capabilities:
- Educational Background - A bachelor's degree or equivalent experience in business administration, marketing, communications, or a related field is often required. A master's degree or equivalent experience or professional certifications in customer experience management, such as Certified Customer Experience Professional (CCXP), can be beneficial.
- Significant experience (5+ years) in customer experience management, customer service, marketing, or related fields, preferably within the GCC/ITES sector and an overall experience of 15 – 20 years
- Proven experience in digital transformation, automation, and AI-driven service improvements.
- Strong leadership experience with a track record of managing high-performing teams.
- Experience in working with cross-functional teams and senior collaborators.
Key Skills & Competencies:
- Strategic Leadership – Ability to drive global customer excellence initiatives and influence key partners.
- Customer-Centric Attitude – Deep understanding of customer needs, service excellence, and operational standard methodologies.
- Data-Driven Decision Making – Expertise in insights, analytics, and performance management.
- Transformation & Change Management – Strong track record in leading large-scale transformation projects.
- Digital & Innovation Focus – Experience with AI, automation, and digital workforce solutions.
- Customer & Partner Management – Ability to collaborate across functions, geographies, and external partners.
- Capability Development – Passion for building skills, talent development, and driving a learning culture.
- Benchmarking and Industry Engagement – Strong understanding of industry standards and ability to apply practices
Technical Capability
- Solid understanding & experience with Customer journey and experience
- Balance Scorecard Reporting
- Black Belt & Six Sigma Certified
- Agile Scrum Master & Practitioner
- Exemplifies and promotes Agile values and principles
- Experience & knowledge of change management principles, methodologies, & tools
- Experience of project management toolsets e.g., MS Project, JIRA etc
- Statistical and data analysis skills
Leadership & EQ Capability
- Experience of succeeding in sophisticated and changing environments, including ability to work effectively in a fast-paced environment and handle daily planned and unplanned activities
- Strong team alignment skills and ability to work collaboratively with others whom you have no direct authority over
- Effective communication skills; able to communicate effectively at all levels
- Strong influencing skills - able to gain acceptance to ideas from senior partners and comfortable in the space of challenge and difficult conversations
- Is self-aware and skilled at managing impact on others Applies judgement and common sense at scale - demonstrates global understanding of the wider business in support of cross segment/border working and ability to apply sound judgement / wise counsel
Business Capability
- Ability to make decisions clearly aligned to end user/business and bp strategy
- Stakeholder management – ability to engage, collaborate, co-create with and influence key Business.Use partnering, basic consultancy skills and a ‘coach approach’ to build trust. Is continually enhancing skills in active listening, influencing, facilitation and communication
- Outstanding verbal and written communication skills to interact with functional and technical colleagues, and end users, with a passion for customer service
- Excellent problem solving and Business analysis skills: timeline planning, requirements definition and documentation, test planning, deployment approaches
- Ability to accurately collect information to understand and assess the clients’ needs and situation. Adept documentation abilities, with experience in preparing Business requirements, - supporting documentation, test scripts and meeting notes
- Experience of contributing to great employee / user experiences – demonstrating design thinking and service-centric design methodologies
Success Metrics:
- Improved customer satisfaction and service quality scores.
- Increased efficiency through digital and automation initiatives.
- Effective transformation execution leading to measurable operational improvements.
- Enhanced partner performance and collaboration.
- Strong capability-building initiatives with tangible workforce upskilling outcomes.
Attitudes
- Own your success - Demonstrates leadership and is accountable for driving team performance; Inspires teams to evaluate and enhance delivery of Business outcomes; Models safe and ethical work practices and a culture of transparency
- Think big - Actively seeks opportunities to transform and enhance processes and systems; Constantly seeks ways to transform, improve and innovate; Builds the skills and knowledge of the team and promotes a collaborative team environment
- Be curious - Encourages a culture of curiosity across teams; Ensures the delivery and improvement of digital solutions to benefit customers; Supports the team to try new technologies, fail and learn fast and implement solutions at pace
- Effortless customer experiences - Drives team to understand customer needs and deliver digital seamless self-service customer experiences
- Digital first - Keeps up to date with digital innovation and seeks digital solutions for problems, Encourages the team to deliver creative digital solutions
We are an equal opportunity employer and value diversity at our company! We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Travel Requirement
Up to 10% travel should be expected with this role
Relocation Assistance:
This role is eligible for relocation within country
Remote Type:
This position is a hybrid of office/remote working
Skills:
Channel Management, Customer promise execution, Customer Segmentation, Customer Service Design, Delivers an effortless customer experience, Demand Management, Digital fluency, Internal alignment, Negotiating value, Offer and product knowledge, Operational pricing, Sales forecasting/demand planning, Sector, market, customer and competitor understanding, Using insights dashboards
Legal Disclaimer:
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.
