Customer Experience Specialist

Nestle USA
Oct 08, 2016
Oct 19, 2016
Employer Type
Direct Employer
Employment Type
Full Time
As the nation's leading bottled water company, Nestl?? Waters North America is dedicated to providing customers with healthy hydration options. Alongside that, we're also committed to developing our people - enabling them to make the most of the many elements that help them to succeed.

Nestl?? Waters consists of four business units: Corporate, Retail, Supply Chain and ReadyRefresh by Nestl??. Whichever one of these areas you choose to join, you'll find yourself collaborating with a highly talented team on work that's challenging, engaging and incredibly rewarding. You'll be an essential element of our success: trusted, empowered and supported to make a lasting impact on the very future of our business. It's a chance to use your knowledge, skills and experience to shine brightly and achieve your ambitions - all while delivering healthy hydration to millions of customers.

ReadyRefresh by Nestl?? is one of the most visible parts of the Nestl?? Waters business, delivering healthy hydration to customers where they need it most. It's another example of how we are committed to helping people maintain a healthy lifestyle. You've no doubt seen our trucks on the road, on their way to bring our water and tea products to thirsty consumers. Our drivers and unit leaders are the backbone of the ReadyRefresh team. By joining this fast-growing area of our organization you'll have the opportunity to share in our mission with a real sense of ownership and the freedom to succeed in your role. It's a chance to apply your skills and experience to work that's as challenging as it is rewarding. Whether collaborating as team to deliver superior customer service or making a lasting impact with your individual accomplishments, you'll be an essential and valuable element of our success. We'll make sure you receive the support, benefits and development you need to build the perfect career.

We are currently seeking a Customer Experience Specialist who will report to the Customer Experience Operations Manager and will be located in Stamford, CT. This position will be responsible for developing and/or localizing Business Unit commercial strategies to deliver the consumer and financial objectives of the business unit.

Key responsibilities for this position include but are not limited to:

* Responsible for bringing Unit input within the LEAN Initiatives practice in the Market:

* LEAN Initiatives Unit Pillar Leader in Market participates as Pillar Member in the Function Pillar in the Market, as per decision of the Function Pillar leader and according to Pillar governance.

* Responsible for training, coaching and assessing people within own Unit on LEAN Initiatives:

* Implement LEAN Initiatives training, coaching and assessment strategy and framework as developed by the Master Pillar.

* Develop training, coaching and assessment plans according to the Unit NCE roll out plan.

* Deliver appropriate training and coaching to transfer LEAN Initiatives knowledge to people within own Unit.

* Perform regular LEAN Initiatives assessment to ensure the correct application of methods, coaching and knowledge sharing.

* Responsible for the Development of an IBO (Identify Business Opportunity)

* Work cross functionally to understand how the functional interactions are impacting the business strategy.

* Select, train and manage resources within LEAN Initiatives Unit Pillar.

* Monitor performances of the Unit Pillar team.

* Promote and align methodology and approach, including LEAN Initiatives Pillar benchmarking and exchange of best practice sharing.

* Manage key stakeholders and ensure consistent, clear communication on LEAN Initiatives within own Unit.

* Lean value stream mapping.

Key measurements for this position include but are not limited to:

* Qualitative: Participation to Function Pillar according to decision of Function Pillar leader and in alignment with Pillar governance requirements.

* Training: % of training events or hours delivered vs. planned

Overall training score for trainings delivered.

* Coaching: # of coach & support visits done vs. planned.

* Assessment: # of assessments done vs. planned.

* Competence building: # of internal trainers developed vs. planned.

% compliance with the competence building plan of the LEAN Initiatives leadership team (achieved/planned).

* Actual competence vs. competence building plan of Unit Pillar Members.


Key qualifications for this position include but are not limited to:

* Strong operational experience within Unit

* Successfully led and developed teams

* Extensive experience in change or transformation programs

* Experience in program management.

We offer competitive pay based on education, experience, and other qualifications. We offer comprehensive benefits including medical, prescription, dental, vision, flex, life, disability, EAP, 401(k) with match, profit sharing, tuition reimbursement, paid vacation, and more.

Nestl?? Waters North America is the nation's leading bottled water company. Our water brands include Poland Spring, Arrowhead, Ozarka, Deer Park, Zephyrhills and Ice Mountain, Nestl?? Pure Life, S. Pellegrino, Perrier and Acqua Panna. Our tea brands are Nestea, Tradewinds and Sweet Leaf. We're passionate about creating shared value for society in all kinds of ways: from providing careers and benefits to communities where we operate to environmental stewardship - most notably responsible water management, lightweight packaging and advancing recycling in America. As a valuable part of our team, you'll receive a competitive total rewards package - something that will provide you with the support you need to thrive both inside and outside of work. It's not just the work that you'll find fulfilling here though. As you build a career with us, you'll receive exactly the kind of benefits you'd expect from a leading name in healthy hydration. The only question is, what elements will help you succeed at Nestl?? Waters?

The Nestle companies are equal opportunity and affirmative action employers and are looking for diversity in candidates for employment: Minority/Female/Disabled/Protected Veteran