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Customer Experience Program Leader - Shared Services (Chicago, IL, Mount Olive, NJ or Slough, UK)

LOCATION: 

Mount Olive, NJ, US, 07828

JOB CATEGORY:  Support Services
REQUISITION NUMBER:  249143

A mutually rewarding experience.

 

Work. Realize your ambitions. And realize there’s more to being in business than just making a profit. That’s the Mars philosophy. And the opportunity we offer every one of our Associates. An opportunity to take what you do and make it mean more for you, for those around you and for the planet.  What you get here is challenging, interesting work. You get the tools you need to do a great job and you get to have the best possible people on your side to help you do it. And at the same time as getting to find ways to do business better today than we did it yesterday and driving a great career, you also get to build a more enlightened business and drive sustainability.

 

Because it’s never just about a single person, a single project or a single brand. It’s about how you can grab everything that’s within your reach here and use it to pursue mutual, long-term gain. It’s about having ideas. And ideals. Being prepared to risk failure because the promise of success means we’ll all be a little better off. It’s that mix of integrity and ambition that makes Mars such a special place to work. And why working here is always about more than just a job.

 

About Mars, Incorporated 

Mars is a family-owned business with more than a century of history making diverse products and offering services for people and the pets people love. With almost $35 billion in sales, the company is a global business that produces some of the world’s best-loved brands: M&M’s®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5™, SKITTLES®, UNCLE BEN’S®, MARS DRINKS and COCOAVIA®. Mars also provides veterinary health services that include BANFIELD® Pet Hospitals, Blue Pearl®, VCA® and Pet Partners™. Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire its more than 100,000 Associates to create value for all its partners and deliver growth they are proud of every day.

 

***Position can sit in Chicago, IL, Mount Olive, NJ or Slough, UK***

 

 Mars Global Services is undertaking a transformation to deliver a world-class global shared services organization that unleashes skills, scale and technology to create value for the enterprise. As part of this transformation, we're taking a fresh look at how we engage our customers, simplifying processes to reduce customer effort and deploying leading-edge technologies to create digital service experiences across the MGS service estate. The MGS Performance Center plays a pivotal role by establishing and embedding the organizational capabilities necessary to ensure Mars Global Services delivers on its vision of making Mars an easier place for Associates to be their best. 

 

Accountable for leading change from the MGS Performance Center, the Customer Experience Program Leaders will do the following: 

  • Formulate a compelling, comprehensive customer experience strategy for MGS, informed by understanding of MGS current state, MGS desired future state and, via external advisory relationships, the state of the art amongst peer companies 
  • Develop deployment plan for a change program spanning 12-18 months, including stakeholder engagement, content development, data & analytics components, org model and supporting business processes 
  • Lead deployment of initial phases of the change program, working closely with MGS teams across all functions and all regions to embed the pillars of the customer experience strategy 
  • Guide evolution of the MGS CX strategy over time, reacting to changing circumstances and especially employing innovative approaches to defining and measuring the customer experience so data & analytics techniques can be applied to generate insights to fuel continuous improvement 
     

The remit of this role is global and spans all functions supported by MGS services (IT, Procurement, HR, Finance and Quality & Food Safety). 

 

Define our ambition and set the strategy 

  • Conduct a thorough assessment of current state of customer experience across MGS, considering dimensions such as customer intimacy, openness, transparency, responsiveness and customer effort 
  • Establish external connections to understand state of the art with respect to CX from industry advisors and peer organizations 
  • Collaborate closely with leaders and teams across MGS to define the near- and long-term customer experience strategy and roadmap 
  • Determine and communicate the "north star" that will be used to demonstrate the business value of customer experience across the MGS service estate 
     
    Drive organization change 
  • Develop, build and lead execution of initiatives to ensure Customer Experience becomes a sustainable driver of business value for MGS 
  • Develop content that engages stakeholders and inspires colleagues to come on the journey as we reimagine the MGS customer experience 
  • Work closely with MGS teams on cross-function and cross-region basis to ensure strategic alignment and deliver on program objectives 
  • Create and lead vibrant community of customer experience advocates from across MGS, providing tailored guidance that helps them make an impact by driving CX capabilities into their organization 
     
    Build CX capability across the organization  
  • Develop CX measurement framework that considers the range of customer personas, balances active vs passive data sources and ultimately yields a rich CX dataset to be mined for value-generating insights 
  • Define capability framework specific to customer experience management in a digital business services context and lead its adoption by customer experience advocates 
  • Empower MGS teams to drive enhancements that sustainably improve the customer experience, with bias towards targeted, data-driven interventions delivered at pace 
  • Play the role of connector and cross-pollinator by incubating CX innovations and then accelerating adoption of winning practices across MGS 
  • Establish and leverage relationships with teams and communities across Mars with similar remit and accountabilities towards user centricity, customer relationships and consumer satisfaction 
     
    Advocate for customer experience as part of MGS Culture of Performance 
  • Lead MGS Customer Experience reviews with senior leaders across MGS, use CX insights to identify key focus areas for improving customer experience through service design, org design and technology 
  • Drive prioritization, execution and accountability in targeted experience improvements; publish and maintain CX improvements roadmap 
  • Partner with MGS teams to incorporate user-centric design principles and journey mapping to ensure key "moments of truth" are confronted in service design, leading to more value created via CX 
  • Stay connected to broader conversation about CX beyond Mars, bringing the outside in to constantly evolve our approach while also representing the best of MGS in industry forums 
  • Represent the customer experience across the organization, play a key role by "holding the mirror to ourselves" and ensuring the business value of customer experience is considered in decision making 
     
    Key Behaviors 
  • Supports MGS service lines to drive customer experience improvement initiatives through obsessive stakeholder engagement and superlative digital communication skills 
  • Generates meaningful business insights from data; combines data-derived insights and storytelling techniques to draw an audience in and call them to action 
  • Applies principles of user centricity to a wide range of business processes, operating on an even wider range of technology platforms, to pragmatically target key interventions to drive value via CX 
  • Exhibits agile, entrepreneurial mindset, embracing an iterative, test-and-learn philosophy while emphasizing the need to set clear evaluation criteria based on unassailable data 
  • Gains clear understanding of other points of view through active listening and is able to facilitate open dialog, especially across functions, regions and experience levels 
  • Respectfully but relentlessly questions the status quo and is motivated by enabling stakeholders with the ability to independently deliver on opportunities to improve the customer experience in their area 

 

Context and Scope:

 

  • Translate MGS vision into a cohesive strategy that shows how customer intimacy, user-centric design and continuous improvement mindset enable MGS to deliver real business value via the customer experience. Work through the organization to iterate the strategy in order to gain the support of senior stakeholders. 
  • Design and activate Customer Experience change program across MGS, factoring in the diversity of MGS service lines while still focusing on desired outcomes at the organizational level. Identify and cultivate network of change agents who will drive desired changes to the team level. 
  • Embed customer experience management as a signature capability for MGS, integrate it into the Culture of Performance to provide a sustainable source of value generation to the business.  
  • Represent the customer experience across the MGS organization to ensure the business value of customer experience is considered in decision making 

 

Job Specifications/Qualifications:

 

   Education & Professional Qualification:

 

  • Minimum qualification: University degree or equivalent 

 

   Knowledge/Experience:

 

  • 7+ years of relevant experience, preferably within a technology product environment or service delivery organization 
  • Proven track record of identifying and executing customer experience initiatives that meaningfully improve customer satisfaction in digital and/or physical products 
  • Demonstrated experience translating business strategy into performance metrics and measuring performance against agreed upon goals 
  • Product and project management experience with determination and ability to lead a program from concept to launch in a highly matrixed, rapidly evolving organization 
  • Success in leading a cross-functional team to tangible business outcomes without direct authority 
  • Ability to execute projects independently and multitask in a fast-paced, global environment 
  • Brings high energy and is able to influence others to contribute towards organizational objectives using digital communication techniques (social, multimedia, storytelling)
     
    #LI-SG1
     

  

 

 

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

 


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