For this U.S. based position, the expected compensation range is $141,700 - $204,000 per year, which includes base pay and short-term incentive.

The compensation range for this full-time position applies to candidates located within the United States. Our salary ranges are determined by reviewing roles of similar responsibility and level. Within the salary range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training. Schneider Electric also offers a comprehensive benefits package to support our employees, inclusive of medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks (credits to apply towards your benefits) flexible work arrangements, paid family leaves, 401(k) + match, well-being and recognition (including service anniversary) programs, 12 holidays per year, 15 days of paid time off per year (pro-rated in the first year of employment based on start date), opportunity to purchase company stock (eligibility depends on start date), and military leave benefits.

• Look across all aspect of Customer Satisfaction and Customer Feedback (Net Sentiment, NSS, Overall Experience, Customer Experience Council, Cold Eye Reviews, etc.) to consolidate, analyze and determine customer pain-points and key drivers for the development and successful implementation of action plans.
• Ensure action plans are completed by liaising with the responsible functions and will monitor key performance indicators for demonstrable improvement in Customer Perception and Loyalty.
• Provide monthly, quarterly, and annual reports for management review and operational direction with clear analysis of the tall poles and key areas for action and continuous improvement.
• The scope of the Customer Experience Leader will be across all touchpoints (Get Quotation, Solutions Delivery, On Site Services etc.) and also implement other touchpoints as the role evolves, for example Get Delivered for Field Devices and the Overall Experience Survey.
• Collaborate with the Industrial Automation and Global Schneider Electric Customer Experience teams to align to the global and divisional objectives.
• Work with the Regions and Functional leads to focus on the opportunities to improve customer satisfaction and win future business.
• Lead global Continuous Improvement projects on CX in collaboration with other businesses.
• Monitor the alerts for negative feedback and the process to ensure rapid communication to the customer to address their issues.
• The Customer Experience Leader will also manage, and seek to improve, the tools and third-party survey company processes to ensure maximum potential for feedback.
• Support the Customer Feedback Loop as part of Offer Lifecycle Management.

• Bachelor's degree in business, Marketing, Engineering, or a related field.
• Minimum of 5 years of experience in Customer Experience, Customer Service or another customer facing position, in a technology-based environment.
• Familiar with Industrial Automation business, customers and offers.
• Ability to use data analysis tools (Excel, Minitab, Thoughtspot, SharePoint) to identify trends, create reports and presentations.
• Ability to work collaboratively across departments and lead cross-functional projects.
• Proven ability to influence business strategy at a senior level.
• Fluent English. Another language is a plus.
• Good communication and presentation skills.
• You are great at working digitally and can quickly familiarize yourself with new tools.
• Strong analytical skills with the ability to interpret customer data and feedback.
• Proficiency in customer experience management tools and software. Knowledge of BFO (Salesforce) and Medallia is an advantage.