Solutions Experience & Voice of Customer Senior Specialist - Industrial Automation

* Role mission

Support the execution of the Voice of Customer (VoC) program and Software & Solutions Experience initiatives, with a specific focus on improvements implementation, adoption, and customer value realization across the end-to-end journey.

Ensure that customer feedback is translated into actionable insights that directly influence experience improvements.

Main Responsibilities

Voice of Customer (VoC) Program Execution
+ Support implementation of the VoC governance and operating model
+ Coordinate VoC workflows from engagement request to insight delivery
+ Prepare structured inputs for decision-making forums
+ Support Customer Engagement Council logistics and documentation
Customer Engagement Coordination
+ Maintain the Engagement Registry and Research repository as the single source of truth
+ Track customer interactions across teams and ensure alignment
+ Support enforcement of engagement rules (frequency, prioritization)
+ Enable coordinated, value-driven outreach
Customer Insights Activation
+ Collect and structure feedback
+ Apply the Start / Stop / Continue framework to experience insights
+ Ensure insights are reusable and linked to product and experience improvements
+ Contribute to the customer intelligence framework with specific tagging and segmentation
Adoption, Performance & Governance
+ Track and analyze adoption metrics (usage, activation, retention indicators) with appropriate dashboards and support from the analytics team
+ Support identification of experience gaps and friction points in the solutions journey
+ Build and maintain dashboards linking customer feedback and adoption performance
+ Contribute to measuring customer value realization

Solutions & Software Experience support
+ Support documentation of end-to-end customer journeys
+ Help identify and track customer pains and gains throughout the entire journey
+ Maintain and follow up on a software and solutions experience improvement backlog
+ Support initiatives driving software adoption and customer success outcomes

Feedback Loop into Solutions and Roadmaps
+ Support translation of customer insights into actionable inputs for product and solution teams
+ Ensure feedback is structured, prioritized and shared with relevant stakeholders
+ Track how insights are reflected in roadmap decisions and improvements

Cross-Functional Coordination
+ Work closely with CXCT, LoBs, marketing, strategy and other relevant digital teams
+ Support execution of cross-functional experience improvements
+ Ensure visibility of insights impacting performance and adoption through diligent project management and management of relevant dashboards
...