Newgate Street, Hertfordshire
Job Profile Summary
At bp, we’re striving to meet the growing global demand for safe, sustainable, and affordable energy. A career in Digital Customer Success is an opportunity to grow and deliver innovation at pace while shaping the future of bp.
The Digital Customer Success (DCS) team works across our digital enterprise team to instinctively put the customer at the heart of the digital products and services we design, deploy and support – ensuring we maximise productivity and minimise interruption.
In this role you will drive effective change adoption and customer engagement to minimise business disruption during times of digital change and transformation. You will relish working in a highly dynamic and fast changing environment, as part of a wider team of business change & engagement leads. This role will focus on digital workplace technologies to support both office and remote working including communication, collaboration, productivity, and workflow.
You will work closely with digital product and delivery teams to lead the change and engagement activity sets including impact analysis, stakeholder engagement, business readiness, training and customer feedback.
Change strategies and approachYou will use your proven change expertise to design and develop change management strategies and approaches for enterprise technology change initiatives.
You will review planned change management activities across digital products and services, advising on their likely effectiveness recommending alternative approaches where appropriate.
You will implement best practice change and engagement tools and methodologies to support Agile working and leverage and nurture networks of change agents as required.
Change planning and implementationDevelop robust business change and customer engagement plans and artefacts to enable successful transition and implementation.
Ensure that the change management plans are effective and fully embedded into overarching delivery plans.
Support the product and delivery teams throughout the change lifecycle and ensure that risks and issues are addressed at the outset to minimise disruption to the customers.
Change impact assessments and remediationsIdentify impacted customer groups, clarify risks and dependencies arising from anticipated changes over time; to ensure that change impacts on individual customer groups are realistic and manageable.
Work with product and delivery teams to clarify the change impacts arising from their activities and help them identify effective change tactics to drive rapid adoption and minimise disruption.
Design and implement processes in support of understanding and articulating customer sentiment, and bring together narratives and recommend ways to address any gaps and risks.
Engagement plans and content developmentUse your engagement expertise to develop engagement strategies, plans and content in support of end-user impacting changes.
Develop content which is simple to understand, creative, memorable; utilising a wide variety of engagement channels to promote adoption.
Proactively manage content across channels to maximise impact, relevance and understanding.
Customer measurements and feedbackDefine user engagement metrics to drive and track adoption using effective analytics.
Build and run customer surveys to monitor and evaluate sentiment and analyse the results.
Track sentiment of key customer groups and provide regular updates to the product and delivery teams.
Stakeholder managementAbility to collaborate with senior customers and stakeholders to influence delivery outcomes and product roadmaps.
Adapt to different working styles and build strong relationships with product and delivery teams, and key ‘change agent’ groups.
Experience is what matters most. Educated to degree level and have at least 8 years’ experience working in digital teams with experience of engagement, change, communications domain. The successful candidate should have a successful track record of leading transformational change in support of digital transformation and enterprise IT programmes. You should have proven experience in deploying change management methodologies and frameworks, including understanding of end-user impacting changes and internal communications. Strong track record of developing engagement content to raise awareness and understanding of transformational change activities is vital to the role. Other skills required:
Strong written, presentational, and listening skills with the ability to craft communications, where required, proficient at interviewing partners and crafting questionnaires.
Highly articulate with strong attention to detail and good at distilling key themes and ideas from a wide range of inputs.
Experience of working through a wide variety of physical and digital engagement channels, for example Yammer, Teams and SharePoint.
Effective at working independently at pace in a demanding fast paced and ambiguous environment and practised at prioritising work to meet deadlines.
Experience of working in both matrix and line management models in a geographically diverse environment
A real passion for technology and its power to drive business efficiency, value and innovation.
A strong understanding of corporate organisational culture, ways of working and politics and ability to successfully navigate the organisation as a result.
Why join bp
At bp, we support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly.
There are many aspects of our employees’ lives that are meaningful, so we offer to enable your work to fit with your life. These benefits can include flexible working options (60% office, 40% remote), a generous
Innovation & Engineering
Job Family Group
Yes – up to 10%
INNOVATION & ENGINEERING
Join us in creating, growing, and delivering innovation at pace, enabling us to thrive while transitioning to a net zero world. All without compromising our operational risk management.
Working with us, you can do this by:
• deploying our integrated capability and standards in service of our net zero and safety ambitions
• driving our digital transformation and pioneering new business models
• collaborating to deliver competitive customer-focused energy solutions
• originating, scaling and commercialising innovative ideas, and creating ground-breaking new businesses from them
• protecting us by assuring management of our greatest physical and digital risks
Because together we are:
• Originators, builders, guardians and disruptors
• Engineers, technologists, scientists and entrepreneurs
• Empathetic, curious, creative and inclusive
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, neurodiversity/neurocognitive functioning, veteran status or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodations