Job Description

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 PositionAs 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

RequirementsEducation

• 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 \xe2\x82\xac68.9 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 atStay alert for possible recruitment fraud!
This can include fake websites, fake job offers, or contact from a person falsely claiming to represent BASF.
Remember, neither BASF nor our representatives will ever request money from a job candidate.
If you suspect recruitment fraud and BASF is mentioned, first get in touch with at BASF.A unique total offer: you@BASFAt BASF you get more than just compensation. Our total offer includes a wide range of elements you need to be your best in every stage of your life. That\'s what we call you@BASF. Click here to learn more.A unique total offer: you@BASFAt BASF you get more than just compensation. Our total offer includes a wide range of elements you need to be your best in every stage of your life. That\'s what we call you@BASF. Click here to learn more.Working at BASF: We connect to create chemistryWe are proud of strong history of innovation, which has helped make us who we are today \xe2\x80\x93 the world\'s leading chemical company. Every day, our global team of over 117,000 individuals work together to turn visions for sustainable solutions into reality by connecting with one another and sharing our knowledge.The right people are crucial for our sustainable success. We aim to form the best team by bringing together people with unique backgrounds, experiences and points of view. Our differences make us stronger and more vibrant. And an open, creative and supportive work environment inspires us to achieve exceptional results.About BASFFind out what BASF has to offer as an employer and why you should join our team.Your applicationHere you find anything you need to know about your application and the application process.Contact usYou have questions about your application or on how to apply in Europe? The BASF Talent Acquisition Europe team is glad to assist you.Please note that we do not return paper applications including folders. Please submit copies only and no original documents.For BASF, diversity is one of the essential keys to business success and the well-being of our employees. We promote an inclusive culture that accepts the diversity of people, experiences and capabilities. By embracing talents and abilities of all kinds, we aim to boost creativity and motivation, and enhance our teams\xe2\x80\x99 performance.Join the team and connect with more than 117,000 other minds.Kuala Lumpur, 14, MYBASF Asia-Pacific Service Centre Sdn. Bhd.Information Technology & ServicesPermanent101447ATS_WCMS_WEBFORM

BASF