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NA Voice of Ecosystem Catalyst 

NA VOICE OF ECOSYSTEM CATALYST

PURPOSE

This role is accountable to improve the customer experience for our RTM Partner, Customers, and Employees by leveraging data insights and driving improvements to enhance their experience while balancing opportunities against business deliverables.   This role owns the Voice of Ecosystem process and guides leadership on improvements to increase engagement. This position is located in the St. Louis, MO area (Hybrid role). Must be able to be in the Creve Coeur, MO office several times a week.

YOUR TASKS AND RESPONSIBILITIES

• Operate as the point person for NA Partner & Customer Experience efforts representing NA Product Supply;
• Drive data consistency across the Product Supply organization within the CRM tool and utilize insights to advance customer effort capabilities;
• Leverage insights from Customer Plus and Service Console in CRM to act as a visionary generating a holistic customer experience in cooperation and alignment with the Global and NA commercial organizations;
• Drive the usage of digital opportunities to reduce employee effort and increase customer satisfaction scores;
• Links the insights from VoE feedback throughout the customer journey to metrics and helps to catalyze the development of new and improved business processes to address customer pain points and, thereby, improve the customers’ loyalty;
• Support the metrics strategy by identifying and enabling key customer experience metrics at all levels of the organization in cooperation with the appropriate functional leads and drive continuous improvements in our performance;
• Create & maintain strategic Voice of Ecosystem roadmap in collaboration with global teams;
• Be an architect through ownership and maintenance of VoE process, data insights, and influence prioritization of key opportunities to improve experiences;
• Steers VoE Missions to solve key challenges and/or advance insights and analytics capabilities for NA Crop Science as a coach to facilitate rapid learning within the team;
• Designs specifications, identifies and coordinates necessary resources, and insures completion of insights and analytics projects and Missions;
• Serves as an active participant in Mission squads with significant Customer Experience data analytics requirements.

WHO YOU ARE

Bayer seeks an incumbent wo processes the following:

REQUIRED QUALIFICATIONS

• Bachelor of Science in Business Administration, Agriculture, or related field;
• A minimum of 12 years of experience in Customer facing roles;
• Strong analytic skills and high attention to detail;
• Must be a strategic thinker with confidence and speed in execution;
• Ability to steer processes and influence others who are not direct reports;
• Process oriented, understands complex business processes and system relations/dependencies.

PREFERRED QUALIFICATIONS

• Masters degree.

Chesterfield|Creve Coeur|St. Louis  

Division:

Crop Science 

Reference Code:

822920 

To apply please click on APPLY TO THIS POSITION