Technical NPS Consultant

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia BASF SE Full time

Digital Hub Kuala Lumpur attracts, inspire and develop 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

As part of the overall BASF Strategy and the Customer First Mindset, BASF is expanding its Voice of the Customer/ 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.

Transactional feedback provides very direct feedback about a particular customer touch point, allowing an organization to optimize different touchpoints along the customer lifecycle and giving each department a metric to base its actions around. The transactional NPS program will complement the current existing relationship NPS program to have a more holistic view on our BASF customers.

This role is the subject matter expert in the End-to-End process of setting up transactional NPS programs at BASF for collection customer feedback and leveraging it to drive actionable insights which improve the experience for BASF customers.

This role is responsible for centrally managing all business and IT aspects related to designing transactional NPS. This role furthermore requires effective partnering across various business units, regions, and IT department and with 3rd parties to design and automate Transactional NPS processes.

Main Tasks

  • Collect inputs & demands from business stakeholders and / or regional CX Teams and translate these into functional / technical requirements for implementation of a scalable, sustainable solution
  • Implement given user stories in an agile approach, primarily for Transactional NPS Touchpoints in SAP ecosystem (i.e. SAP Order / deliveries, NCMs etc)
  • Coordinate, design, develop and document data feeds to drive survey inviting, organizational reporting, and end user access.
  • Develop technical training content for onboarding new team members and engaging with relevant stakeholders.
  • Work on design concepts for transactional touchpoints as per Roadmap / Requirement List (e.g. Non-Conformance Management triggered out of SAP or closed customer requests managed in Salesforce etc.)
  • Design trigger-points for the respective touchpoints where a survey will be sent out to respondents.
  • Coordinate and align transactional NPS with Relationship, Digital NPS and other activities in the existing Feedback Platform (meaningful joint reporting, dashboards, worfklows, KPIs etc.)
  • Troubleshooting and fixing bugs on Customer Feedback Management Platforms like Medallia (primarily) and coordinating bug solving through cross-product alignments

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 setting up and running transactional programs and how it helped getting actionable customer insights.
  • At least 3 years of experience working in Customer Feedback Management projects with solutions like Medallia (primary) or others like Qualtrics
  • Experiencing Agile way of working and agile implementation approach

Technical & Professional Knowledge (Mandatory)

  • Strong Knowledge and understanding of NPS methodology.
  • Experienced Consultant working with 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.
  • Overall good awareness, understanding, and experience from past projects of a state-of-the-art IT infrastructure / landscape (APIs, SAP R3/ S4 HANA).
  • Demonstrate ability to effectively translate business requirements into actionable documents for implementation.
  • Fluent English skills

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

  • Experience with Salesforce Platform (sales cloud, Service Cloud) and how NPS Systems like Medallia can be integrated / connected.

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.

Further Information at

  • Technical Nps Consultant

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia BASF Asia-Pacific Service Centre Sdn. Bhd. Full time

    _Digital Hub Kuala Lumpur attracts, inspire and develop 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...

  • Technical Nps Consultant

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia BASF Asia-Pacific Service Centre Sdn. Bhd. Full time

    _Digital Hub Kuala Lumpur attracts, inspire and develop 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...

  • Senior Technical NPS Consultant

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia BASF SE Full time

    Digital Hub Kuala Lumpur attracts, inspire and develop 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...

  • Technical Consultant

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia SAS Full time

    :Fraud Technical ConsultantNice to meet youWe're the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.We're also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled...

  • Technical consultant

    1 month ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Hunters International Sdn Bhd Full time

    Professional Service Consultant Permanent Full Time Kuala Lumpur About the Role: The Professional Services Consultant is a key member of our consulting group, responsible for delivering customizable solutions and providing support to our end-user customers and partners. Acting as the subject matter expert, the Professional Services Consultant handles...

  • Technical consultant

    4 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Hunters International Sdn Bhd Full time

    Professional Service Consultant Permanent Full Time Kuala Lumpur About the Role: The Professional Services Consultant is a key member of our consulting group, responsible for delivering customizable solutions and providing support to our end-user customers and partners. Acting as the subject matter expert, the Professional Services Consultant handles...

  • Technical Consultant

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia SymphonyAI Full time

    Introduction:Job Description:Responsibilities: Participates in the technical workshops during the initiation and definition stages of project Support the NetReveal services team by documenting functional, technical, architecture and data management requirements Create the development environment mirroring the hardware and software stack to be used on client...

  • Technical Director Rm30k

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Chis International Technical Resources Sdn Bhd Full time

    Technical DirectorKuala LumpurFor an Infrastructure and Building Construction CompanySalary range : Up to RM30,000Age:below 55Working Experience: Minimum 20 yearsReport to: Chief EngineerBased in KL office, 5 working days, 2 years contract."Technical Director is responsible for guiding, supervising, and managing the technical department. The main...

  • Technical Presales Consultant

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Hewlett Packard Full time

    At HP we don't just believe in the power of technology. We believe in the power of people when technology works for them. To help you create. To make the digital tangible. To harness the power of human information. At HP we work to make what you do matter even more. At HP we ship more than 1 million printers per week and 48 million PC units annually.The...

  • Presales Technical Consultant

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Hewlett Packard Full time

    At HP we don't just believe in the power of technology. We believe in the power of people when technology works for them. To help you create. To make the digital tangible. To harness the power of human information. At HP we work to make what you do matter even more. At HP we ship more than 1 million printers per week and 48 million PC units annually.The...

  • Technical Presales Consultant

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Hewlett Packard Full time

    HP we don't just believe in the power of technology. We believe in the power of people when technology works for them. To help you create. To make the digital tangible. To harness the power of human information. At HP we work to make what you do matter even more. At HP we ship more than 1 million printers per week and 48 million PC units annually.The Channel...

  • Technical Consultant

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Agensi Pekerjaan Careerpath Sdn Bhd Full time

    Job Description:We are looking for an experienced Technical Consultant with project experiences background in eGate/Autogate Solution and deployment at government, security clearance, or related to public safety sector. You will primarily be responsible for leading the technical implementation of the project. You need to work closely with Project Manager, as...

  • Technical Consultant

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Agensi Pekerjaan Carpe Diem Executive Sdn Bhd Full time

    _VERY URGENT_As a Mandarin-speaking Technical Delivery Consultant with expertise in bankingsolutions, your role is crucial in offering specialized technical guidance and support toclients across different regions.Your proficiency in both Mandarin and English, coupled with your knowledge ofprogramming languages and understanding of software, equips you to...

  • Technical Consultant

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Hiredly X Full time

    Client facing presentations to provide sound, convincing technical solutions. (Virtual and On-Site) Technical Developments and installations using tools offered by the company. Documentations and proposal preparations Customer handling in providing progressive solutions, or routing request to relevant parties should it require other parties/team's...

  • Technical Customer Success Consultant

    5 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Tungsten Automation Full time

    The Communications Consultant is a mixed role of Professional Services and Technical support and is the first techical point of contact for our customers and partners.You are a member of our consulting group that delivers configurable solutions to our end user customers / partners and are responsible for providing business critical technical support.In...

  • Technical Solar/bess Consultant

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia The Green Recruitment Company Full time

    Posted 30 August 2023Salary $DOELocationKuala LumpurJob type PermanentDisciplineRenewable Energy & Infrastructure, Energy Storage & DSRReferenceGLLI-2AUG23Contact NameGeorge LynchGreen Recruitment has proudly partnered with a globally renowned consulting firm specializing in safety, sustainability, and performance solutions for various industries, including...

  • Inside Presales Technical Consulting Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Hewlett Packard Full time

    As an Inside Presales TC Manager, you will manage and guide the Inside Presales Technical Consultants in providing technical support for the HP Commercial portfolio ofPersonal Systems/Print products and solutions. Your leadership will contribute to fostering a diverse and collaborative work environment across multiple languages worldwide.Mission of the...

  • Inside Presales Technical Consulting Associate

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Hewlett Packard Full time

    About the Role:As an Inside Presales TC Associate Manager, you will manage and guide the Inside Presales Technical Consultants in providing technical support for the HP Commercial portfolio of either Personal Systems or Print products and solutions. Your supervision will contribute to fostering a diverse and collaborative work environment across multiple...

  • Inside Presales Technical Consultant, Indonesia

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Hewlett Packard Full time

    About the Role:As Inside Presales Technical Consultant, Indonesia Market (Bahasa Indonesian Speaking), you will provide technical presales support for the HP Commercial portfolio of Personal Systems products, services and solutions. Our team supports multiple languages across the world ensuring a diverse and collaborative work environment.Key Highlights: The...

  • Inside Presales Print Technical Consultant

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Hewlett Packard Full time

    About the Role:As an Inside Presales Print Technical Consultant, Thailand Market (Thai Speaking) t, you will provide technical presales support for the HP Commercial portfolio of Print products, services and solutions. Our team supports multiple languages across the world ensuring a diverse and collaborative work environment.Key Highlights: The job provides...