Global End-to-End CX Program Manager

Position 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