What will you do?
The Customer Experience Leader SAM is responsible for leading and optimizing the customer satisfaction process throughout the entire End to End Journey. This role is crucial to ensure that every customer interaction is positive and that the company's quality and service standards are met, as well as contributing to business support and company growth. This role constantly works with the CX leaders of each cluster to ensure that global guidelines are developed in each territory. Key responsibilities include:
Ensure excellent customer experience - Customer First (Company-wide responsibility, mandatory).
Tracking that CX cluster leaders are achieving the entire satisfaction survey process (NSS Touch Point) on a periodic basis and ensuring that escalations and attention to alerts generated by low customer scores are carried out in conjunction with the process owners within 48 hours.
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Promote a customer centricity culture throughout the organization by encouraging the use of the "Customer Voice" tool.
Continuously encourage customer focus with dynamics and activities that strengthen the mindset and DNA of the collaborator and leader towards our "IMPACT" value.
Ensure compliance with satisfaction indicators such as NSS (Net Satisfaction Score), NS (Net Sentiment) and NPS (Net Promoter Score)
Perform analysis of data and survey results according to business and regions needs.
Identify opportunities for improvement and bring them to BU or process leaders, driving changes to enhance our customers' experience and future business, along with ensuring brand preference
Manage all customer satisfaction tools and ensure their optimal functioning, according to the guidelines of our integrated system.
Actively work with directors, managers and teams supporting the business and specific needs (pains of each business, team and cluster.)
Be the representative of the voice of the customer in process/product/service changes within the organization.
What skills and capabilities will make you successful?
- Excellent communication and influencing skills;
- Ability to navigate within the organization (different cultures, levels and departments);
- Customer Centricity mindset;
- Change Management;
- Versatility/ flexibility to adapt to a fast paced changing environment.
- Agility to transform data in actions;
What's in it for you?
- You'll be in a key role for the organization, with global (corporate) exposure;
- Career development opportunities;
Who will you report to?
- Customer Satisfaction & Quality/ Customer Care Center Director South America
What qualifications will make you successful for this role?
- Bachelor's degree;
- Advanced English (required)
- Intermediate+ Spanish
- 5+ years of experience in CX;
Let us learn about you! Apply today.
You must submit an online application to be considered for any position with us. This position will be posted until filled.
Looking to make an IMPACT with your career?
When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.
IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.
We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.
Become an IMPACT Maker with Schneider Electric - apply today!
36 billion global revenue
+13% organic growth
150 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations
You must submit an online application to be considered for any position with us. This position will be posted until filled.
Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. This extends to our Candidates and is embedded in our Hiring Practices.
You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy here
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