Jobs for Veterans, Veteran Job Board |

Post Jobs

Job Information

Shell Customer Centricity Operate Lead in London, United Kingdom, United Kingdom


Job Title:

Customer Centricity Operate Lead

No. of Positions:


Job Description:

What’s the role?

As part of the joint Business/IT Leadership team, your role as the Customer Centricity Lead will be responsible for the shaping and developing of operational capabilities and structures needed to realise the potential value. Partnering across IT and the Digital Centre of Excellence in creating and operationalising the roadmap which will identify and adapt IT platforms and underlying technologies required to power the future customer offerings and services of Shell. In doing so, you will play a large role on managing the relationships between IT Architecture, IT Management and operation communities on making sure that all portfolios are aligned with both IT Operations and for future business plans.

Throughout the initial pilots and through to scaling and integration of the solutions, you will act as Operations “co-pilot”, with a particular focus ensuring the capabilities developed and deployed become a part of the emerging Customer Centricity landscape and Customer Data Platform. In the latter, your ability to partner on robust and scalable data models with the Chief Data Officer and data architecture/engineering teams will be key. This will require you to identify and curate a pool of subject matter experts to act as an integrated operations unit between key platforms such as the Salesforce suite, legacy and S4 SAPs, Adobe Campaign Manager, Janrain Customer Identity Management as well as Shell specific platforms.

You will also be part of the strategy and delivery of the IT Operations of the Future model that will support the overall Downstream strategy and IT response of Shell. You will quickly understand the Business and Industry landscape around our existing and desired customer ecosystem and how it relates to the wider enterprise strategy. Once defined, you will then own the realisation of the strategy, partnering with peers, suppliers and business communities to implement the capabilities and migrate the “heritage” ways of working to a new digital norm.

Auto req ID:



IT Service Management & Delivery

Country of Work Location:

United Kingdom

Employment Type:

Full Time

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.

An innovative place to work

There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.

Join us and you’ll add your talent and imagination to a business with the power to shape the future – whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently.

An inclusive place to work

To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we’re nurturing an inclusive environment – one where you can express your ideas, extend your skills and reach your potential…

  • We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply and we’ll take it from there.

  • We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.

  • We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.

  • We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.

A rewarding place to work

Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.

We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.


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

  • Your extensive experience in IT with a recent/current management position leading the transformation of an Infrastructure & Operations department ideally in B2B/B2C domains

  • Demonstrable leadership experience of One or more Agile methodologies, Product Development and formation of DevSecOps teams and cross-enterprise integration at scale

  • Your natural charisma on dealing with stakeholders on a senior level, including the internal IT/Digital communities and the wider Shell businesses

City, State (if applicable):

London, United Kingdom