Wood Mackenzie is the global leader in data, analysis and consulting across the energy, chemicals, metals, mining, power and renewables sectors.

Founded in 1973, our success has always been underpinned by the simple principle of providing trusted research and advice that makes a difference to our customers. Today we have over 2,000 customers ranging from the largest global energy companies and financial institutions to governments as well as smaller market specialists.

Our teams are located around the world. This enables us to stay closely connected with customers and the markets and sectors we cover. Collectively this allows us to offer a compelling combination of global commodity analysis with detailed local market knowledge.

We are committed to supporting our people to grow and thrive. We value different perspectives and aspire to create an inclusive environment that encourages diversity and fosters a sense of belonging. We are committed to creating a workplace that works for you and encourage everyone to get involved in our Wellness, Diversity and Inclusion, and Community Engagement initiatives. We actively support flexible working and are happy to consider alternative work patterns, taking into account your needs and the needs of the team or division that you are looking to join. 

Hear what our team has to say about working with us:

https://www.woodmac.com/careers/our-people/

We are proud to be a part of the Verisk family of companies! 

At the heart of what we do is help clients manage risk. Verisk (Nasdaq: VRSK) provides data and insights to our customers in insurance, energy and the financial services markets so they can make faster and more informed decisions.   

Our global team uses AI, machine learning, automation, and other emerging technologies to collect and analyze billions of records. We provide advanced decision-support to prevent credit, lending, and cyber risks. In addition, we monitor and advise companies on complex global matters such as climate change, catastrophes, and geopolitical issues.  

But why we do our work is what sets us apart. It stems from a commitment to making the world better, safer and stronger.  

It’s the reason Verisk is part of the UN Global Compact sustainability initiative. It’s why we made a commitment to balancing 100 percent of our carbon emissions. It’s the aim of our “returnship” program for experienced professionals rejoining the workforce after time away. And, it’s what drives our annual Innovation Day, where we identify our next first-to-market innovations to solve our customers’ problems.   

At its core, Verisk uses data to minimize risk and maximize value. But far bigger, is why we do what we do. 

At Verisk you can build an exciting career with meaningful work; create positive and lasting impact on business; and find the support, coaching, and training you need to advance your career. We have received the Great Place to Work® Certification for the fifth consecutive year. We’ve been recognized by Forbes as a World’s Best Employer and a Best Employer for Women, testaments to our culture of engagement and the value we place on an inclusive and diverse workforce.  Verisk’s Statement on Racial Equity and Diversity supports our commitment to these values and affecting positive and lasting change in the communities where we live and work.  

Petrotranz Inc., a Wood Mackenzie business, is a technology company that is dedicated to driving the energy industry forward with their innovative solutions and exceptional customer service. The key to Petrotranz past and on-going success has undoubtedly been its dedication to the development and support of its exceptional team members. It is with this group of talented, passionate and dedicated individuals that the Petrotranz team has played a critical role in helping Petrotranz meet not only its social and corporate goals but also to push the boundaries of innovation and technology for the energy industry.

Role Purpose 

We are looking for an experienced and creative Senior Customer Experience Specialist to join our team. You will be responsible for creating exceptional customer experiences and ensuring that each touchpoint of our customers’ journey is engaging, efficient and effective. Your role is extremely important for our success and driving customer satisfaction and loyalty.

Main Responsibilities

• Set and implement a clear customer experience vision and strategy
• Drive awareness and accountability across the organization for consistent customer experiences
• Steward the consistent delivery of great end-to-end customer experience across stages, channels, and touchpoints in the customer journey
• Ensure each touchpoint across the customer journey is engaging, efficient, and effective
• Champion opportunities to consistently improve our customers’ experience and drive customer value
• Drive customer retention, reduce churn, and increase customer satisfaction, loyalty and advocacy
• Develop a marketing and communications strategy and plan
• Develop content for our website and other media channels
• Develop and implement effective customer experience practices and processes
• Create and implement a customer experience analytics strategy and leverage technology to optimize and automate customer experience processes and customer journeys
• Guide effective customer issues resolution and handle any escalations
• Oversee the work of the Customer Experience Analyst

Knowledge & Experience

• A minimum of 3+ years of customer experience and/or marketing experience, preferably includes B2B SaaS experience
• A bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred
• Experience in gathering and interpreting customer experience information
• Knowledge of online customer engagement platforms and channels
• Proficiency in MS Office, as well as CX and CRM software

Core Competencies

• You must be an empathetic, active, and engaged listener.
• You must have excellent written and oral communication skills.
• You must have analytical, qualitative, and logical problem-solving skills.
• You have the ability to effectively manage stakeholder expectations.
• You can multi-task on a daily basis and are well organized.
• You are a self-starter and work well within a team.
• You are hungry to learn and apply new skills.
• You are professional, patient, and diplomatic when dealing with complex challenges.
• You have a strong passion and dedication towards your role, the company, all users, customers, and partners.
• You are comfortable handling a fluid and demanding work environment which coincides with a start-up mentality.
• You value creativity and a strong work ethic.

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Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability.

http://www.verisk.com/careers.html

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

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