With a foundation that dates back to 1836, Schneider Electric has developed into a worldwide specialist in energy management. In the past, the company has hired
Customer Experience Deployment Leader
Location
United Kingdom + 1 moreAll locations: United Kingdom | Ireland
Posted
12 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Customer Experience Deployment Leader
Schneider Electric
Role Description We have a great opportunity to join our CS&Q team. We are looking for a confident and professional Customer Experience Leader to work as part of our improvement team. This role will involve focusing on customer, connecting, and amplifying customers across the UKI zone, using customer insights to identify and implement improvement actions across the end-to-end customer journey to grow customer satisfaction and loyalty within UK&I Zone. - Act as the Customer Experience Advocate, providing regular insights from NSS/OES surveys across UKI zone. - Develop & lead CX plan within the zone, focusing activities on key personas & key touchpoints. - Support stakeholder engagement across the UK&I zone with insights and key personas for CX (including VIP) by topic for UK&I. - Provide knowledge and expertise on E2E customer journey for key personas, ensuring these are known and understood by employees across the UK&I zone. - Develop and manage shift to sentiment driving & deploying new tools as part of the transformation (e.g. Medallia apps, LivingLens). - Lead Customer connect programme with key customer personas. - Partner with Commercial teams & GSC CX on customer connect programme. - Lead Customer Mindset programme (workshops) as part of memorable experience. - Lead and deploy annual OES programme, managing alert management. - Be the SPOC with Global CX ensuring UKI aligns with global CX programme and continues to evolve. Qualifications - 2 - 3 years relevant experience (Customer Experience). - Knowledge and experience of CX/CI tools to resolve and prevent reoccurrence of customer issues (CJM, A3, Lean, Six Sigma). - Self-motivated, results oriented and able to work on own initiative is essential. - Strong communication & influencing skills, with the ability to communicate & influence within all levels of the organization to drive customer experience & ensure effective resolution of improvements. - Ability to work collaboratively with cross-functional teams. - Be proficient in software tools (MS Office, Visio, bFO, Medallia). Requirements - Certified Lean, Six Sigma Green/Black Belt or CX Certified (desired). Benefits - Opportunity to drive significant impact on customer satisfaction and business growth. - Leadership role in shaping customer experience strategies. - Collaborative environment with exposure to multiple business functions. - Professional development and growth opportunities. - Chance to build and influence customer-centric culture across the organization.
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