Shell Customer Experience Design Lead - Europe in London, United Kingdom


Job Title:

Customer Experience Design Lead - Europe

No. of Positions:


Job Description:

A chance for you to use your communication and commercial expertise, joining a team that’s at the forefront of exciting and innovative approaches to customer experience. With all the career development opportunities you’d expect from a positive, global company.

Where you fit in

As Customer Experience Design Lead, you’ll be working within Customer Operations, driving forward-thinking changes across our downstream business. With a particular focus on delivering innovative strategy around how digital, artificial intelligence and data analytics can transform how we serve customers and run our business.

What's the role

As a company, we care deeply about actively listening and responding to our customer needs, and we’re passionate about being market leaders in the design and delivery of our customer experience. Which is where you come in.

We’re looking for a dynamic leader who can confidently shape and manage leading edge programmes that will develop the customer experience of tomorrow – and deliver it today. Managing a diverse team, your challenge will be to put customer experience at the heart of all you do, digging deep into how we serve customers today, and using those insights to identify big market and customer trends that impact on business.

Much will depend on your ability to define, design and execute a clear vision of customer experience, setting out how to add value, and its fit within overall business strategy. Strong communication skills will be essential to the role. You’ll be as confident working with senior stakeholders across our downstream businesses, as you are motivating your team and encouraging collaborative work.

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Commercial Business to Business (B2B)

Country of Work Location:

United Kingdom

Company Description:

Shell started operations in the United Kingdom more than 110 years ago. Since then we have grown into a leading innovative oil and gas company that rewards its employees by investing heavily in their careers and learning. Our people are our greatest asset, and our commitment to your career will see you thrive in a work environment that offers an industry-leading development programme. When your ideas travel, Shell will benefit and innovation will thrive. Shell has a key role to play in helping meet the UK’s growing energy demand, whilst using innovative technologies to develop cleaner energy. We are the largest FTSE 100 company in the UK by market capitalisation, and make a significant contribution to the UK economy. As well as processing 35% of the gas coming into the UK, we serve more than four million customers at our filling stations each week. Shell employs some 6,400 skilled staff as well as many contractors.

Our values

Shell is a company with shared values. Honesty, integrity, and respect aren't simply a strapline: they are a part of everything we do. What's more, Shell is an equal opportunities company, and we place the highest possible value on the diversity of our people and our inclusive approach. Join us and you’ll belong to a world where you can feel pride in your achievements and propel your career with global opportunities

Women’s perspective

We care deeply about fostering a truly diverse workplace. We believe in doing everything we can to make Shell as flexible, appealing and supportive a place for women to work as possible. We help with things like our formal (and informal) flexible working. Like our global and transparent pay policies, backed by a leadership team fully supportive of our diversity ambitions. And we'll foster your career through our Women's Career Development programme.

People with an impairment

At Shell, we're all about top talent. End of story. We encourage anyone who may face an impairment to see Shell as a place where you'll be fully supported to grow and develop your career. It's as simple as that. If you'd like to apply, just let us know about your circumstances. We can support you throughout the process: from application, to interview, to your first day of a rewarding career with us.


Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date.

Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/Shell Group companies around the world.

The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand.

Shell is an Equal Opportunity Employer.

Work Location:

London - Shell Centre


What we need from you

It’s your personal and management skills that will make the difference, along with your expertise in leading customer experience transformation projects. We expect you to be able to demonstrate some expertise within digital design projects, preferably using Agile, within complex, global organisations. Plus, experience of using customer centric design thinking will be an advantage.

Beyond that, we’re keen to talk to men and women who thrive on spotting and presenting commercial opportunities and are confident leaders who can both define and deliver on an exciting, innovative vision.

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