What will you do?
This strategic position is to focus on internal Customer Experience and proactively drive internal Customer Satisfaction improvements across all of Center of Excellence for Process Automation Quality.
- Look across all aspect of Customer Satisfaction and Customer Feedback (Net Sentiment, NSS, Overall Experience, Customer Experience Council, Cold Eye Reviews, etc.) to consolidate, analyze and determine customer pain-points and key drivers for the development and successful implementation of action plans.
- Ensure action plans are completed by liaising with the responsible functions and will monitor key performance indicators for demonstrable improvement in Customer Perception and Loyalty.
- Provide monthly, quarterly, and annual reports for management review and operational direction with clear analysis of the tall poles and key areas for action and continuous improvement.
- The scope of the Customer Experience Leader will be across all touchpoints (Get Quotation, Solutions Delivery, On Site Services etc.) and also implement other touchpoints as the role evolves, for example Get Delivered for Field Devices and the Overall Experience Survey.
- Collaborate with the Industrial Automation and Global Schneider Electric Customer Experience teams to align to the global and divisional objectives.
- Work with the Regions and Functional leads to focus on the opportunities to improve customer satisfaction and win future business.
- Lead global Continuous Improvement projects on CX in collaboration with other businesses.
- Monitor the alerts for negative feedback and the process to ensure rapid communication to the customer to address their issues.
- The Customer Experience Leader will also manage, and seek to improve, the tools and third-party survey company processes to ensure maximum potential for feedback.
- Support the Customer Feedback Loop as part of Offer Lifecycle Management.
The Customer Experience Leader will report to the Senior Manager of the Center of Excellence for PA Quality. This position will interact with CS&Q roles in PA, IA and in other businesses in SE as well as with Portfolio Management, Customers and 3rd party service providers.
What qualifications will make you successful for this role?
- Bachelor’s degree in business, Marketing, Engineering, or a related field.
- Minimum of 5 years of experience in Customer Experience, Customer Service or another customer facing position, in a technology-based environment.
- Familiar with Industrial Automation business, customers and offers.
- Ability to use data analysis tools (Excel, Minitab, Thoughtspot, SharePoint) to identify trends, create reports and presentations.
- Ability to work collaboratively across departments and lead cross-functional projects.
- Proven ability to influence business strategy at a senior level.
- Fluent English. Another language is a plus.
- Good communication and presentation skills.
- You are great at working digitally and can quickly familiarize yourself with new tools.
- Strong analytical skills with the ability to interpret customer data and feedback.
- Proficiency in customer experience management tools and software. Knowledge of BFO (Salesforce) and Medallia is an advantage.
Let us learn about you! Apply today.
You must submit an online application to be considered for any position with us. This position will be posted until filled.
Looking to make an IMPACT with your career?
When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.
IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.
We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.
Become an IMPACT Maker with Schneider Electric – apply today!
€36 billion global revenue
+13% organic growth
150 000+ employees in 100+ countries
#1 on the Global 100 World’s most sustainable corporations
You must submit an online application to be considered for any position with us. This position will be posted until filled.
Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. This extends to our Candidates and is embedded in our Hiring Practices.
You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy here
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