Customer Experience Process Expert

Lubrizol Corporation•Wickliffe, OH

4d•Hybrid

About The Position

The Customer Experience Process Expert is accountable for implementing, executing, and optimizing the global Order-to-Cash (O2C) event-driven operating model within the regions. Serving as the critical link between global design and regional execution, this role ensures that new processes, tools, and ways of working are effectively embedded into day-to-day operations. In addition to supporting transformation, the Process Expert plays a hands-on role in guiding operational teams, resolving complex issues, and ensuring consistent application of event and exception management practices. The role is responsible for driving adoption, stabilizing new processes, and delivering measurable improvements in service performance and efficiency. This person also ensures adherence to global governance standards and provides critical feedback to the Global Business Process Excellence and Owner groups, enabling continuous improvement of global processes based on real-world regional experience. This position combines implementation leadership, operational support, and continuous improvement, ensuring that transformation outcomes are realized at the front line.

Requirements

Bachelor’s degree in Business, Supply Chain, Operations Management, or a related field.
10+ years Customer Experience, Order to Cash, or related roles
5+ years of experience leading or coordinating global process improvement or governance initiatives.
Extensive hands-on experience with SAP Order-to-Cash modules.
Strong project management and process governance skills.
Excellent communication and stakeholder engagement abilities.
Ability to drive global standardization and harmonization.
Analytical and continuous improvement mindset.
Proficiency with data visualization platforms (e.g., Power BI).

Nice To Haves

Knowledge of international regulatory environments.
Experience in specialty chemical industry.
Experience working in a highly matrixed organization.
Lean, Six Sigma, or APICS certification.

Responsibilities

Lead regional deployment of global O2C process standards, tools, and workflows.
Drive go-live readiness, rollout execution, and post-launch stabilization of event-driven ways of working.
Translate global process design into practical regional execution, incorporating local requirements without compromising standards.
Coach customer service and operations teams on consistent execution of event and exception management.
Provide subject-matter expertise to resolve complex or high-impact issues (e.g., order blocks, pricing discrepancies, supply constraints).
Reinforce standard work, controls, and escalation paths to ensure compliant, repeatable execution.
Monitor key operational events and exceptions and ensure timely, consistent resolution.
Prioritize and route issues based on customer impact, revenue risk, and operational urgency.
Apply global response playbooks and governance standards, escalating appropriately when thresholds are met.
Track, analyze, and report regional KPIs (e.g., event resolution time, order cycle time, touchless rate).
Identify performance gaps, quantify drivers, and lead targeted corrective actions with stakeholders.
Increase automation and reduce manual effort by promoting standard workflows and eliminating repeatable causes of exceptions.
Enable effective use of SAP S/4HANA, Dynamics 365, and case management tools to support event-driven execution.
Ensure data quality, correct workflow usage, and adoption of automation capabilities to improve touchless processing.
Capture user feedback on system performance and partner with IT to prioritize enhancements that reduce exceptions.
Represent the region by providing structured feedback to Global BPX and the GPO on process and control effectiveness.
Identify regional pain points and recommend scalable improvements to standards, playbooks, and tooling.
Share best practices, lessons learned, and performance insights to accelerate cross-regional maturity.
Act as a regional change champion, inspiring openness to transformation and new ways of working among all stakeholders.
Engage regional stakeholders across customer service, supply chain, commercial, and IT to align priorities, facilitate cross-functional collaboration, and proactively remove roadblocks.
Support training, onboarding, and knowledge transfer for new processes, tools, and governance routines.
Drive accountability for adoption and sustainment through stakeholder routines, performance reviews, and timely escalation where needed, encouraging continuous improvement and adaptability.