The Global Digital Insight Lead is part of the Shell Downstream Global Customer Insight group. The role will be responsible for developing customer centric solutions that are relevant, appealing and span multiple Shell businesses, with the aim to create frictionless value add customer experiences.
This role will be critical in the development of digital offers, services and solutions that span different Shell businesses to create value for customers and cross sell opportunity for Shell. Historically Shell businesses have been run independently, however, as Shell widens its portfolio of businesses opportunities are appearing to develop cross business solutions for customers.
This exciting role will work across Fuels, E-mobility, Convenience Retail, Home Energy and Shell’s Renewable Energy Solutions. There will be a specific focus on digital channels and solutions including web, App’s and Loyalty. As such the role will have exposure across a broad range of businesses, functions, and stakeholders.
Success is dependent on the incumbent being able to discover customer centric value and driving this through the digital innovation pipeline through to final product. This will include discovering customers unmet needs, CVP/Concept development, design, UX and web/app analytic measurement.
Your responsibilities include
Leading and managing the cross-business insight innovation process for specific use cases.
Leading the insight relationship with the Global Digital Marketing team to create single solutions, experiences and offers that delight consumers across and within Shell businesses.
Discovering customers unmet needs, frictions, and pain points to ensure CVPs/Concepts and final solutions are anchored in customer needs.
Ensuring digital design and user experience is founded upon customer insights.
In this role we’ll also expect you to
Influence strategic direction of the business and be a trusted advisor to senior global marketers.
Interpret and cut through different data to extract key insights that will shape the business and Shell’s future customer solutions.
Create clear, concise, and compelling stories that influence individuals and the business.
Lead complex large multi-national insight projects spanning a wide range of methodologies and diverse countries.
Thrive in a complex multinational matrix organisation where many key stakeholders will be based in other countries.
Manage and extract the best from both large and boutique agency partners.
Be inquisitive, self-starting, comfortable with autonomy and putting your opinion forward.
What we need from you
We’re looking for an experienced insight professional, educated to degree or master’s level.
You’ll have significant experience and a proven track record of success in senior insight roles using a broad range of market research methodologies and be experienced in the digital innovation process.
You will have expertise in identifying and blending information from various data sets such as bespoke Qual/Quant, loyalty data, market data and digital insights (including web/app analytics).
Extensive experience in digital insights in Retail, FMCG or Automotive, ideally client and agency side. We are open to digital insight specialists who are looking to broaden their insight experience in this role.
International experience and using multiple sources to create holistic stories is essential. We are looking for an individual that goes beyond managing research projects and instead has a proven track record of highlighting key insights that drive business advantage. This will require strong commercial acumen and influencing skills to be the trusted advisor to senior global marketers.
You should also have strong leadership, interpersonal and communications skills to be effective in this environment as success will depend on influencing others to action.
Ability to work in complex, multinational matrix organisations will be vital to success, as is ability to work in virtual environments across cultures.
You will also be Fluent in written and spoken English, with other languages an asset.
The Global Digital Insight Lead - is a challenging role with senior level exposure and excellent exposure opportunities in the Shell Group.
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