Digital Customer Experience Adoption Leader

Schneider Electric has a new opportunity for a Digital Customer Experience Adoption Leader (NAM).

This role is Hybrid (2-3 days in-person per week) based in our US Hub locations.

The Customer Experience & Commercial Transformation (CXCT) organization is dedicated to accelerating profitable growth through best-in-class customer experience and overall commercial transformation.


* Best experience for all our customer types, offline & online


* Value-driven pricing and consistent commercial policy


* Best sales force in the industry, equipped with the best tools.


* Strategic partnerships with our Global Distributors


* Systematic channel saturation by mutualization of efforts across SE

Role Mission

The Digital Customer Experience Adoption Leader serves as the primary link between associated domains in global CXCT organization and NAM Zone/Country operations teams, ensuring the successful deployment, adoption, and scaling of Digital Customer Experience and Journey initiatives.

Main Responsibilities


* Act as the primary interface between multiple domains of CXCT & NAM Zone/Country organizations to align on priorities, roadmaps, and KPIs


* Lead the deployment and adoption of Digital Customer Experience and Journey initiatives across NAM markets, including virtual agents, digital engagement solutions and their downstream processes such as ensuring the right leads reach their appropriate destination for action, e.g.

sales queries, customer support queries


* Define and execute adoption strategies and activation plans to ensure successful implementation of tools, platforms, and digital customer journeys


* Assess local operational capabilities, digital maturity, and customer experience gaps based on market-specific insights


* Identify opportunities to enhance customer experience through digital solutions and drive continuous improvement using performance data and insights.

This will also entail understanding of current internal processes and ensuring new technologies enhance the effectiveness of the processes.


* Establish and track adoption KPIs, ensuring clear governance, reporting, and visibility on performance and impact


* Coordinate with global domain experts to validate business cases, success criteria, and deployment strategies


* Ensure alignment ("handshake") between NAM Operations and global teams on progress, adoption performance, and continuous improvement initiatives


* Develop appropriate cadences to drive progress and action at various levels including local, global and both

Skills, Experience & Competencies


* Minimum 6+ years of experience in digital transformation, customer experience, digital tools, commercial operations, or related roles, with a strong track record of driving adoption and business impact.


* Project management and Program Management skills are an essential part of being successful in this role.


* Strong understanding of digital customer j...