Customer Experience Process Expert 1 1

Lubrizol; Pune District; On-site; INR 3,500,000 - 7,500,000; Full time

Job summary

Lubrizol is seeking a Global BPX to design and evolve its end-to-end Order-to-Cash operating model. You will drive event-driven processes, touchless order handling, and AI-enabled insights, coordinating with regional teams to ensure global consistency and cost efficiency.

The role requires 10+ years in CX/O2C or related areas and strong experience with SAP O2C modules, governance, and global process leadership. Occasional travel may be required.

Qualifications

• 10+ years in Customer Experience, Order to Cash, or related roles with global or multi-region leadership.
• 5+ years of experience leading global process improvement or governance initiatives.
• Extensive hands-on SAP Order-to-Cash experience in a global context.

Responsibilities

• Design and evolve end-to-end O2C processes with event-driven orchestration.
• Define global standards, governance frameworks, and scalable process models.
• Lead regional alignment and cross-functional collaboration for continuous improvement.
• Partner with IT to enable processes via ERP/CRM/workflow platforms and AI use cases.

Skills

Project management

Stakeholder engagement

Global standardization

Analytical mindset

Power BI

Education

Bachelor's degree in Business, Supply Chain, Operations Management, or related field

Tools

SAP Order-to-Cash

Power BI

ERP systems

Job description

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.

The Global BPE partners closely with the Global Process Owner to define new ways of working that fundamentally change how work is performed, introducing event orchestration, touchless order processing, and real-time intervention capabilities. This includes designing global standards, governance frameworks, and scalable process models that drive consistency across regions while improving service reliability, speed, and cost efficiency.

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.

Event & Exception Framework

• 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.

Technology & Digital Enablement

• 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.

Governance & Global Alignment

• Establish governance frameworks that drive adherence to global process standards and controls.
• Align Regional BPEs to common methodologies, artifacts, and practices to ensure consistent execution across regions.
• Serve as a central point of expertise for process design decisions, trade-offs, and standard interpretations.

Performance & Continuous Improvement

• 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.

Education

• Bachelor’s degree in Business, Supply Chain, Operations Management, or a related field.

Experience

• 10+ years Customer Experience, Order to Cash, or related roles, with global or multi-region process leadership.
• 5+ 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.

Skills and Competencies

• Strong project management and process governance skills.
• Excellent communication and stakeholder engagement abilities.
• Ability to drive global standardization and harmonization.
• Analytical mindset with expertise in continuous improvement methodologies.
• Proficiency with data visualization platforms (e.g., Power BI).

Considered a Plus

• 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.

Travel

• Minimal travel may be required for training or meetings. Any travel requirements will be communicated in advance and will adhere to company travel policies.