Global End-to-End CX Program Manager

P osition Summary: Schneider Electric is seeking a CX Program Manager to coordinate End-to-End the various CX initiatives across the Services LOB. The candidate will act to bring a customer centric culture and drive outcome based priorities that bring the right customer impact, aligning with Services LoB's long-term customer support objectives.
Key Responsibilities:

Ø Evolve E2E Customer Experience Touchpoints for Recurring Offers through new touchpoint design and deployment.

Ø Provide the Customer Experience feedback along the customer journey to the League, propose CX & Quality requirements at Roadmap Level

Ø Help CFL (Customer Feedback Loop) establishment for new services offer, and VoC (Voice of Customer) collection for running offers.

Ø Build focus on Lead indicators to impact on NSS. Adoption of customer sentiment analysis besides NSS to analyze Customer Insights

Ø Collaborate and Support Transformation Projects in Services Commercial, Operations, CSH, and CCC
Qualifications:

1. Bachelor's/Master's degree in Marketing, Analytics or a related field.

2. Minimum 8+ years of experience in CX roles, ideally in cross-functional or global environments.

3. Working knowledge of Schneider Electric's products, services, and lifecycle management. Prior work with cross-enterprise entities preferred
Skills:

1. Experience with customer experience management tools, Medallia, CRM systems and data analytics

2. Must be capable of leading effectively in diverse cultural situations with global stakeholders and team members in a matrix environment. Highly adept at influencing and achieving results through others.

3. Ability to articulate customer requirements to stakeholders, negotiate compromises, and defend customer's interests.

4. Fluent in English

Schedule: Full-time
Req: 009IU1