Customer Experience Process Expert 1 1

Job Title: Customer Experience Process Expert 1 1 Company: The Lubrizol Corporation Job Category: SAP SD Roles & Responsibilities: The Global Business Process Expert (BPX) is accountable for designing, standardizing, and evolving the end-to-end Order-to-Cash (O2C) event-driven operating model. This role plays a critical part in a multi-year transformation to shift from traditional order entry to a proactive, exception-based customer service model enabled by automation, advanced workflows, and AI-driven insights. To ensure these standards remain relevant and effective, the Global BPX actively incorporates feedback from Regional BPXs into the evolution of global standards. This role combines process design, transformation execution, and technology enablement, ensuring that future-state processes are not only well-defined but also practical, scalable, and aligned to business outcomes. Key Responsibilities Global Process Design & Transformation * Design and document future-state O2C processes, emphasizing event-driven orchestration and exception-based execution. * Embed new ways of working that shift teams from transactional processing to proactive event management. * Set global standards for touchless order processing, intelligent exception handling, and consistent customer outcomes. * Develop and maintain a global event taxonomy (e.g., order failures, credit blocks, supply and delivery risks). * Define event triggers, thresholds, prioritization logic, and escalation paths to enable timely intervention. * Create standardized response playbooks to ensure consistent issue handling and resolution across regions. * Partner with IT and transformation teams to enable processes through ERP, CRM, and workflow platforms (e.g., SAP S/4HANA, Dynamics 365). * Support the implementation of case management, automated workflows, and real-time alerting to manage exceptions at scale. * Contribute to AI and analytics use cases that improve visibility, predict risk, and enable proactive issue resolution. * Define global KPIs (e.g., touchless rate, event resolution time, cycle time, cost-to-serve) and standard reporting definitions. * Analyze cross-regional performance trends to identify systemic issues, root causes, and improvement opportunities. * Lead continuous improvement initiatives that increase automation, reduce manual effort, and improve service reliability. Change & Adoption Support * Support development of training materials, playbooks, and communications to enable adoption of new processes and tools. * Partner with regional teams to drive readiness, deployment, and sustained adoption of standardized ways of working. * Reinforce a culture of standardization, accountability, and continuous improvement across the O2C community. * 10+ years Customer Experience, Order to Cash, or related roles, with global or multi-region process leadership. * 0-2 years of experience leading or coordinating global process improvement or governance initiatives. * Extensive hands-on experience with SAP Order-to-Cash modules in a global context. Work Location: Pune Division, Maharashtra, India Availability: Full time

Requirements Education: * Bachelor’s degree in Business, Supply Chain, Operations Management, or a related field. Experience * Knowledge of Lubrizol’s global product portfolio and international regulatory environments. * Experience working in a highly matrixed, multinational organization. * Lean, Six Sigma, or APICS certification. * Minimal travel may be required for training or meetings. Any travel requirements will be communicated in advance and will adhere to company travel policies. Key Skills: SAP SD Salary: Not disclosed