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Senior Technical NPS Consultant

3 months ago

Malaysia BASF SE Full time

Digital Hub Kuala Lumpur attracts, inspires and develops diverse talents who will elevate BASF’s digital journey.

As one of the world’s largest chemical companies, BASF is on a mission to create chemistry with a sustainable future. The Digital Hub Kuala Lumpur, alongside four other Digital Hubs across the globe, are part of the technology powerhouse driving our vision. Join our organization and make an impact in an inclusive and diverse work environment. We value individual differences and provide opportunities for you to contribute your unique perspective towards our collective goals.

Objectives of the Position

Digitalization will be a true part of BASF’s DNA that creates new and exciting customer experiences and business growth as well as drives efficiencies in processes. Global Digital Services is supporting BASF business in Digitalization transformation. Our mission is to drive forward the digital transformation of BASF, providing innovative, global, and high-quality digital products and services through a strong agile culture. The Digital Hub Kuala Lumpur is one of our global key locations to deliver regional and global solutions for BASF.

As part of the overall BASF Strategy and the Customer First Mindset, BASF is expanding its Voice of the Customer (VoC) / Net Promoter System (NPS) program. We want to structurally listen to customers' feedback, learn how we can improve their experience with BASF, and act to make a difference our customers can see and feel.

BASF started this Customer Experience (CX) journey with Medallia as our Customer Feedback Management Platform and NPS service provider. We started and will further drive the integration of NPS into BASF's CRM system (Salesforce). We currently undergo an in-depth integration of both systems Salesforce and Medallia via the Salesforce/ Medallia Managed Package.

The objective is to stronger integrate our NPS solution into Salesforce, to automate feedback invitations for key customer touchpoints in Salesforce, generate new customer insights, and to drive overall customer-centric behavior for our Account Manager and across teams within Salesforce.

In addition, we strive for further transactional NPS touchpoints allowing the organization to look into specific moment in time feedbacks. The transactional NPS program will complement the current existing relationship NPS program to have a more holistic view on our BASF customers.

Main Tasks

  • Responsible for End-to-End process design covering different touchpoints like transactional and digital NPS.
  • Consulting and continuously evaluating the global VoC (Voice of the customer) framework and landscape as we expand our VoC portfolio.
  • Connect operational requirements to the strategic vision while also ensuring an overall framework fit.
  • Organize and lead workshops to gather/collect inputs from various stakeholders on global level keeping the business value at focus.
  • Translate customer requirements into solution design and be able to convert into appropriate design.
  • Consult on given user stories and support implementation in an agile approach.
  • Document implementation and conduct KnowHow Transfer to Project Team and key users.
  • Analyze, understand, and leverage the existing Managed Package solution to best replicate and further enhance existing NPS workflows into Salesforce (KPIs, reporting/dashboards, how to marry NPS data with Salesforce transactional data to generate new customer insights).
  • Troubleshooting and fixing bugs.
  • Proactive communication within the Team and cross-Product.

Requirements

Education

  • Degree in Computer Science, informatics, business informatics or in a comparable field.

Working Experience

At least 2 reference projects done showing experience with CRM systems like Salesforce (Sales Cloud & Service Cloud) and how Customer Feedback Management Platforms (like Medallia or Qualtrics) can be integrated/connected.

  • At least 5 years of experience working in Customer Feedback Management projects with solutions like Medallia (primary) or others like Qualtrics.
  • Experience in Agile way of working and agile implementation approach.

Technical & Professional Knowledge (Mandatory)

  • Senior Knowledge and understanding of NPS methodology.
  • Senior Consultant with extensive expertise working in Customer Feedback Management solutions like Medallia (primary) or others like Qualtrics, i.e. familiarity using survey builder tools for building, targeting, and segmentation. Overall Configuration, Specifications (Survey Specs & Custom Parameters), Sandbox Setup/Testing, SSO (Single Sign On) Setup/Testing.

Senior experience with Salesforce Platform (Sales Cloud, Service Cloud) and how NPS Systems like Medallia can be integrated/connected.

  • Demonstrate ability to effectively translate business requirements into actionable documents for implementation.

Technical & Professional Knowledge (Additional Plus / Nice to Have Skills)

  • Overall good awareness, understanding, and experience from past projects of a state-of-the-art IT infrastructure/landscape (APIs, SAP R3/S4 HANA).

At BASF, we create chemistry for a sustainable future. We combine economic success with environmental protection and social responsibility. Around 112,000 employees in the BASF Group contribute to the success of our customers in nearly all sectors and almost every country in the world. Our portfolio comprises six segments: Chemicals, Materials, Industrial Solutions, Surface Technologies, Nutrition & Care and Agricultural Solutions. BASF generated sales of €68.9 billion in 2023.

BASF is committed to empowering its employees to pursue their interests and explore emerging technologies. By investing in top-quality tools and promoting cross-functional collaboration, we encourage our team members to drive positive change within our organization. Come join us and be a part of our digitalization journey.

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