Customer Centric Ai Lead

vor 1 Monat

Hamburg, Deutschland Shell Vollzeit

**The Role**:
**WHERE YOU FIT IN**

We have an exciting position for a senior AI leader to join the Artificial Intelligence GMship. The AI group sits within the VPship of Computational Science and Digital Innovation in Shell’s Projects and Technology organization. Our team works on developing advanced Machine Learning solutions across all areas of Shell, including the customer-facing businesses of retail, lubricants, and power; gas and power trading; new energies, including wind farms; process optimization for assets; and supply chains and functions. This role focuses on maturing our customer offer, and will be based in Shell’s Hamburg Technology Office, in the Energy Transition Campus Amsterdam, or in Shell Centre in London.

**WHAT IS THE ROLE**

As a senior leader in this space, you will be responsible for carrying out a diagnostic of the digital maturity of our customer-facing businesses, focusing on marketing and sales use cases and any others that support our ability to serve customers and create an exceptional experience for them. To do this, you will develop relationships across organisational lines and leverage natural teams to establish a common understanding of our current state, and build a “North Star” vision. Based on this foundational work, you will drive the definition, development and implementation of specific use cases, working closely with all the main data science teams and customer businesses. You will build and manage a small team of customer domain experts who will act as product owners for programmes of work, and you will be expected to be capable of managing a data science (natural) team to achieve our goals. Delivery is expected to be achieved through both internal delivery and through leveraging existing third party tools and insights, and your ability to assess what will be the best solution will be key to achieving fast impact, as will your ability to effectively collaborative with and manage third parties.

Key responsibilities will include:

- Assess need and potential for developments in this space (customer-centric use cases) across our customer-facing businesses
- Establish a “north star” vision for world-leading digital customer delivery in energy
- Build a plan based on the diagnostic and the vision, with the support of stakeholders from across the organisation
- Identify, set up and drive delivery of specific use cases (projects) to achieve these goals
- Act as a “translator” between the customer-facing businesses and the technology groups
- Build a small team of product owners to interface with the business and own delivery of subprogrammes
- Set up and maintain natural teams, drawn from across the organisational chart, to deliver the programme from concept through to implementation and ongoing change management
- Identify suitable third parties to work with where required, scope statements of work, and effectively manage joint delivery
- Build relationships internally with customer-facing business lines and technology groups, and externally with suitable third partners
- Frequently interact with senior levels of business leadership - EC-2 and EC-3
- Be a proactive communicator who is excited to share your work and present the insights and findings
- Be articulate and compelling in describing your ideas to both technical and non-technical audiences, and back up your message with visualizations
- Stay current on state-of-the-art approaches and the evolving opportunities and risks in customer-centric AI, including maintaining an awareness of regulation in this area
- Creatively leverage emerging technologies in the customer space, such as OpenAI’s ChatGPT and other models
- Stay connected with stakeholders involved in this area and be open and inclusive internally to Shell.

**WHAT WE NEED FROM YOU**
- Degree-level studies in data science, statistics, marketing, digital or a related area
- At least five years of experience working for or closely with leading customer-driven technology companies, using data and data science to drive customer outcomes
- Familiarity with a wide range of marketing and sales use cases, including evolving best practice in traditional use cases and knowledge of the most cutting-edge use cases
- At least five years of experience managing a large data science team to deliver customer-facing use cases, including understanding of customer experience
- Familiarity with the latest developments in applied AI (such as large language models) and experience with leveraging these to drive value for businesses and customers
- Experience across the technology project life cycle from ideation to delivery
- Track record of laying out a strategy and delivering this in an agile way
- Track record of working on complex problems and delivering business-critical solutions across business lines
- Excellent communication skills and experience working in agile teams
- Excellent team builder, able to pull together natural teams to deliver goals, coac

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