Global Customer Experience Strategy Director

For this U.S. based position, the expected compensation range is $203,200.00 - $304,800.00 per year, which includes base pay and short-term incentive.

The compensation range for this full-time position applies to candidates located within the United States. Our salary ranges are determined by reviewing roles of similar responsibility and level. Within the salary range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training. Schneider Electric also offers a comprehensive benefits package to support our employees, inclusive of medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks (credits to apply towards your benefits) flexible work arrangements, paid family leaves, 401(k) + match, well-being and recognition (including service anniversary) programs, 12 holidays per year, 15 days of paid time off per year (pro-rated in the first year of employment based on start date), opportunity to purchase company stock (eligibility depends on start date), and military leave benefits.

• Develop and implement a global customer experience strategy aligned with the company's vision and goals.
• Lead and manage a team of customer experience professionals, providing guidance, mentorship, and support.
• Analyse customer feedback, market trends, and competitive insights to identify opportunities for improvement.
• Collaborate with product, marketing, sales, and support teams to ensure a cohesive and integrated customer experience.
• Design and implement customer journey maps, personas, and other tools to enhance customer understanding and engagement.
• Monitor and measure key performance indicators (KPIs) related to customer experience, providing regular reports and insights to senior leadership.
• Drive initiatives to improve customer satisfaction, retention, and advocacy.
• Stay up-to-date with industry best practices and emerging trends in customer experience management.

1. Strategic Leadership:
• Develop and implement a holistic customer experience strategy that drives customer satisfaction, loyalty, and retention.
• Collaborate with cross-functional teams to ensure alignment of customer experience initiatives with overall business goals.
2. Governance Models:
• Establish governance frameworks to oversee customer experience initiatives, ensuring accountability and effective decision-making across departments.
• Define roles, responsibilities, and processes for managing customer experience projects and initiatives.
3. Data-Driven Insights:
• Utilize customer data and insights to inform strategy, identify pain points, and uncover opportunities for improvement.
• Monitor and analyze customer feedback, satisfaction scores, and other key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives.
4. Stakeholder Engagement:
• Collaborate with senior leadership and stakeholders to advocate for customer experience priorities and secure necessary resources.
• Communicate the value of customer experience initiatives to internal and external stakeholders.
5. Innovation and Best Practices:
• Stay updated on industry trends, emerging technologies, and best practices in customer experience.
• Drive innovation by exploring new tools and methodologies to enhance the customer journey.

• Bachelor's degree in Business, Marketing, or a related field; MBA or advanced degree preferred.
• Proven experience in a senior customer experience or strategy role, preferably in a global organization.
• Strong leadership and team management skills.
• Excellent analytical and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Ability to work collaboratively across departments and regions.
• Proficiency in customer experience management tools and software.