Customer Experience Transformation Director

The Customer Experience Transformation Director is responsible for elevating the customer-obsessed mindset in GSC NAM by implementing key initiatives aimed at educating associates on the customer-obsessed mindset, enabling the organizational muscle to proactively solve customer-facing issues, and rewarding behaviors that strengthen our customer experience competencies

What will you do?

• Drive overall culture transformation in the plants to promote and instill a customer-centric mindset including raising awareness and knowledge on customer feedback, providing training and education to improve customer service, implementing recognition programs, and establishing proactive communication and governance to frequently and consistently keep customers top of mind in every plant
• Develop and implement the Customer Experience training program working closely with the global customer experience team to achieve all critical roles in NAM GSC being certified through the training
• Develop and implement additional strategic programs aimed at increasing the customer-obsessed culture in GSC NAM including customer interaction programs, education on customer analytics, and programs with clear objectives aimed at improving the customer experience with measurable outcomes
• Establish and streamline new processes, tools, and standard work for engaging with customers, documenting customer feedback, and communicating customer analytics broadly across the organization
• Define and implement governance model for Customer Experience organizational alignment with LOBs, NAM Ops, global Customer Experience team, and other key stakeholders
• Lead program management of critical customer-facing strategic initiatives
• Work in partnership with the Customer Experience Plant and DC directors to deploy customer-service trainings and recognition programs that drive the behaviors which define the customer-obsessed culture
• Define and establish critical competencies for the customer experience function in partnership with the HR talent development team, with clear career paths for Customer Experience roles

What skills and capabilities will make you successful?

• Strong project management skills, project management certification desired
• Background in training, education programs, talent development or organizational capability development desired
• 5 years of experience in Customer Experience/Service, and/or manufacturing or supply chain desired
• Strong people leadership skills, ability to achieve results and develop talent through coaching and mentorship
• Good interpersonal, negotiation and communication skills
• Understanding of customer service practices and tools desired
• Passion for finding new and creative approaches to improve current customer experiences
• Focus on process-development, lean six sigma training preferred
• Travel up to 30%

What's in it for you?

• Schneider Electric offers a robust benefits package to support our employees such as flexible work arrangements, paid family leave, 401(k) match, and more.

Who will you report to?

• VP GSC NAM Customer Experience

What qualifications will make you successful for this role?

• Bachelor’s degree in Business, Supply Chain, Engineering, Marketing, or equivalent
• Strong project management skills, project management certification desired
• Focus on process-development, lean six sigma training preferred
• Other skills/experience desired: manufacturing or supply chain experience, customer insights experience

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.

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here
 
Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.