DSC Software Customer Experience Lead

Schneider Electric want to become the most technology industrial company, this is requiring a drastic acceleration of its software business with all the brands of Schneider Electric as a group (SE, Aveva, ETAP, RIB, ...)

Schneider software business has been mostly driven by sales of software perpetual licenses and we are in the transition to software recurrent business models (Software maintenance and subscription).

DSC as the Schneider Electric factory for software licenses, subscription, and entitlements, play a key role for all this transformation.

To support this shift to recurring business model, we need to rethink and redefine the E2E software customer experience to ensure a smooth purchase, digital install base tracking and proper churn management.

About DSC:

• Mission: Digitize software licenses and subscriptions with online delivery and end-to-end software lifecycle management

• Scope: 132 EcoStruxure software product families

* (Level 2 + Level 3) representing 341M€ of revenue (FY 2023 Digital Flywheel revenue)

• Volume: 117,316 Digital transactions since January 1st, 2022, for 60+ software offers (80% of targeted DFW revenue)

• Where: 68 Countries in direct (+110 HFM entities) and +100 countries through hubs

The mission is to deliver a seamless and consistent software customer experience for the buy, get, use, and maintain phases of the customer journey for DSC scope, with a focus on the transition to recurring business models (Subscriptions, SaaS, Software Assurance ...).

These must be done in close collaboration with:

• Software Offer Experience Leader (DPEX team) more focusing at the beginning of CJ

• DCR E2E Software Customer Journey Leader () more defining the group software strategy and coordination between SE brands and One Software

Mission objectives:

1.

20% - DSC Onboarding Customer Journey initial sales + renewal

Ensure all offers onboarded to DSC are aligned with the 4 Software Business Models and Business strategy.

2.

20% - Micro Customer Journey creation

Deliver a consistent user experience for software lifecycle management with a focus on the transition to recurrent business models (renewal, version upgrade/updates, amendments)

3.

20% - MSE & Digital Locker Customer Feedback, Use Cases, Journeys and understand market trends and best practices related to Software Digital Experience

4.

5%- DSC APP internal Customer Journey

Collect internal customer feedback and bring the use cases for DSC application with a focus on recurring business.

5.

20% - Define a consistent software experience for UNIFY, based on the 4 Software Business types

6.

10% - One Software / CONNECT combined journeys

Build and align customer journey for Schneider offers on CONNECT with focus on buy to maintain phases.

7.

5% - Synchronization with initial phases of the Customer Journey (easy to find and choose)

Key stakeholders interactions:


* DSC VP + DSC Team


* DCR Business and Digital domains


* Global M...