Customer Experience Expert Job Vacancy in DSM Hyderabad, Telangana – Updated today

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Full Details :
Company Name : DSM
Location : Hyderabad, Telangana
Position :

Job Description : DSM – Bright Science. Brighter Living.™
Royal DSM is a global, purpose-led, science-based company active in Nutrition, Health and Sustainable Living. DSM’s purpose is to create brighter lives for all. DSM addresses with its products and solutions some of the world’s biggest challenges while simultaneously creating economic, environmental and societal value for all its stakeholders – customers, employees, shareholders, and society at large. DSM delivers innovative solutions for human nutrition, animal nutrition, personal care and aroma, medical devices, green products and applications, and new mobility and connectivity. DSM and its associated companies deliver annual net sales of about €10 billion with approximately 23,000 employees. The company was founded in 1902 and is listed on Euronext Amsterdam.
More information can be found at www.dsm.com.
What about the opportunity and team
Would you like to be front-and-center in developing DSM’s Future? Is digital not only a buzz word for you but your passion? Then we have position that can help you take a next step in your DSM Career!
Job title: Customer Experience Expert
Service Group / Unit: Group Business Services (GbS)
Department: GbS- Insights & Data Services
Reports to: Digital Enablement Lead
Purpose of the job
The Customer Experience Expert is a specialist in enhancing our customer experiences. You will be validating if current and future services meet the desired customer experiences and identifying ways to improve our services and co-creating new experiences with customers. Additionally, you will be tracking all points of customer engagement by centralizing and analyzing all customer feedback and data and developing and implementing tools and processes to understand customers (e.g. surveys, personas, journey mapping). The aspiration is to define experiences that will maximize consumer engagement, conversion and advocacy for GbS.
You will work closely in collaboration with the Scrum Teams and support them mainly during the Discovery phase, where you will leverage your expert knowledge to create consistent end-to-end experiences and consult them and other stakeholders on Design Thinking strategies and User Centric Thinking.
Job Context
We are looking for a Customer Experience Expert to be part of the newly formed Insight & Data Services service delivery unit within DSM’s Group business Services (GbS). GbS consists of 5 global service delivery units (SDU’s) and a global service management department. The SDU’s include Technology Services, HR Services, Financial Services, Procurement Services and Insight & Data Services. GbS teams are located across India (Hyderabad), The Netherlands (Sittard), Switzerland (Kaiseraugst), the US (Parsippany), China (Shanghai) and Brazil (Sao Paulo).
The role of Insight & Data Services SDU is to define, develop and manage execution of key strategic areas for DSM wide reporting, analytics, master data and information delivery strategy and plan. The key strategic areas include master data management, reporting & analytics, cloud-based data analytics platform, value enabling insights for various business groups, functions and regions.
The SDU is a globally networked organization and constantly engages with cross cultural, functional and departmental teams across DSM and also with technology partners around the globe. Some of the relevant stakeholders include Business partners who channelize demand for the SDU, business group specific reporting teams to collaborate on various projects, and other business stakeholders like global process owners, global functional leaders, Directors of service delivery units, business group directors etc.
The SDU focuses on delivering an exceptional customer service, employee satisfaction and greater service/delivery maturity with evolving business and technology landscape. There is strong alignment to enterprise wide governance, security and compliance practices through continuous collaboration interventions.
An entirely new team (partially still to be set-up) within this SDU is the Digital Enablement and Experience Team, consisting of Scrum Masters who facilitate Scrum Teams in the area of automation, artificial intelligence, machine learning and (digital) innovation for processes within GbS and as a service to GbS’s customers (such as the Business Groups, DSM Nutritional Products for example) and a Customer Experience Expert, supporting the Scrum Teams.
Job Content:
The Customer Experience Expert is a specialist in enhancing our customer experiences. You will be validating if current and future services meet the desired customer experiences and identifying ways to improve our services and co-creating new experiences with customers. Additionally, you will be tracking all points of customer engagement by centralizing and analyzing all customer feedback and data and developing and implementing tools and processes to understand customers (e.g. surveys, personas, journey mapping). The aspiration is to define experiences that will maximize consumer engagement, conversion and advocacy for GbS.
You will work closely in collaboration with the Scrum Teams and support them mainly during the Discovery phase, where you will leverage your expert knowledge to create consistent end-to-end experiences and consult them and other stakeholders on Design Thinking strategies and User Centric Thinking.
Key areas of Responsibility
Leverage existing consumer insights or request necessary analysis to understand the value drivers for the consumer.
Tracking customer experiences across different channels and touchpoints
Identify customer needs and taking proactive steps to maintain positive experiences
Analyze customer feedback as well as preparing reports
Keeping informed of industry trends and new CRM technologies
Revise and update the value proposition of existing experiences in the light of new insights. Optimize consumer-facing digital solutions. Execute a continuous improvement process to ensure that insights are incorporated into the different product backlogs on an incremental basis.
Experience Innovation
Monitor design, digital and Shared Services trends. Apply findings to experience design concepts in order to maximize the value for the consumer and for the company.
Experience Collaboration & Consulting
Integrate a consumer centric view along the service or product. Collaborate with product areas and other stakeholders to ensure that backlogs are aligned towards a cross-functional view to deliver complete experiences.
Consult stakeholders within your scope of responsibility on implementing Customer Centric Thinking. Suggest respective digital experience solutions.
Conduct experience reviews. Provide advice on customer experience within your scope of responsibility.
Provide hands-on experience support on concept direction considering overarching best practices.
Complexity of the job
GbS is an organization in a global setting across all time zones and multiple cultures, locations, customers, suppliers, and multiple services with their own dynamics and characteristics.
Developments in the shared services industry are ongoing, especially in the areas of technology, outsourcing suppliers, locations or organizational structures. GbS is relatively small in the shared service market and therefore continuously needs to reinvent itself to justify its existence inhouse.
Service maturity in DSM and GbS is still low and not organized to deliver end-to-end services. There are frequent changes in and across the various functional units and the number of projects initiated from inside and outside of GbS is very high, with a lot of conflicting priorities and dependencies on each other which are difficult to oversee and coordinate. A well operating project portfolio process, including resource planning within and across functions is not in place yet, while the tracking and tracing of benefits has been also weak.
Today’s world of innovative and dynamic nature of projects demands the Customer Experience Expert to be truly passionate about everything that touches customer experience and possess excellent communication skills in order to persuade and communicate across all levels with clarity and precision, both written and verbally.
Knowledge and Experience
Bachelor’s ++/Master degree in Organization, Business Administration, marketing, communications, advertising or a related study
Certified Design Thinking or related certificates
Good knowledge and understanding of Agile mindset, frameworks, principles and practices (Agile Scrum and DevOps)
Collaboration skills to orchestrate activities with diverse stakeholders with adequate sense of urgency and to share insights with colleagues
2+ years of relevant experience in the area of experience, preferably as a Customer Experience Specialist
Extensive experience in gathering and interpreting customer experience information
Solid knowledge of online customer engagement platforms and channels
Experience in Agile mindset, knowledge of Scrum and other Agile methods
proficiency in MS Office as well as CX and CRM software
Exceptional interpersonal skills and client centric approach
Strong communication and collaboration skills
Fluent English both verbally and written
Other interpersonal competencies
Team player who fosters teamwork in a global, complex, multicultural and virtual context
Creative and energetic team player who has a passion for user-centered design
Self-motivated, proactive, can work without supervision and set the right priorities
Persistent, never give up, hands on attitude
Flexible, can adapt easily to changing circumstances
Conclude and condense clear messages and recommendations and have strong communication and negotiation skills, comfortable presenting complex topics to stakeholders at various organizational levels both in person and remotely
Curious, innovative, imaginative and practical problem solver, skilled in dealing with strategic, highly complex issues and challenges, in an environment where technology plays a successful role
Partner with stakeholders to understand their needs and ensure collaboration, confident in dealing with and influencing the conflicting interests of the various stakeholders
Eager for self-development, ability to upskill quickly in new areas
Willing to travel abroad
Royal DSM is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law.
At DSM, we believe that a brighter future is built on diversity. We’re proud to offer equal employment opportunities and to be an affirmative action employer. That means that we consider applications based on how well suited you are for the role – regardless of race, color, religion, sexual orientation, gender identity, national origin, age, protected veteran status or disability.

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