Marketing Digital Product Experience (DPEX) Power Systems

Job Description

*PURPOSE OF THE JOBThe Digital Customer Experience (DCX) team is responsible for the end-to-end digital customer experience for Medium Voltage (MV) offers.The key function of your role within this team is to drive and design the best digital product experience, all along the customer journey, enabling business growth and superior customer satisfaction.MISSION

1. You understand the customer and partner challenges, insights and local market specificities, when they seek for product information. You design and specify
   • Guidelines for product information;
   • Customer journey and end-to-end product experience in SE digital platforms (Web site, mySchneider app/portal);
   • Availability of product information in 3 rd party platforms (content providers, independent software vendors) to maximize the reach.
2. You monitor and analyse customer engagement with SE digital platforms, when they search for product information:
   • Activity (search, traffic, downloads, )
   • Availability (localization, publication, )
   • Relevance (heatmap, internal search, conversion, )
   • Satisfaction (NSS, verbatims, )
3. You demonstrate impact on customer satisfaction and business.
4. You define the priorities and targets to improve digital product experience and beat competition.
5. You work closely with
   • the different regions and countries to define the needs, test the solutions, improve & sustain DPEX in the zone
   • LOB Offer Data team, LOB Offer Marketing, Marcom, CS&Q in the division to define guidelines, design and implement the solutions.
   • SE Digital, E2E DCR, EM Software to ensure our needs are well integrated in the global platform roadmaps.
6. You ensure consistent experience across LV and MV where relevant
7. You drive change across the organization so that DPEX becomes part of the offer and a competitive advantage in the market.

RESPONSIBILITIES

• Drive Voice-of-Customer to capture market and persona s needs & process painpoints, identify key insights and opportunities to
  • increase visibility of MV offers,
  • create business & customer value with product information digitally available,
  • define where to publish product information to increase the reach,
  • design the best journey / experience allowing various customer types to find and leverage product information.
• Build knowledge about competition, benchmark with other industries to differentiate with a superior digital product experience: content, platforms, experience.
• Leverage all data sources to understand how customers find, access, use product information: Web traffic, SEO, The Customer Voice, Content Square, BFO cases, etc
• Define the DPEX roadmap with clear value proposition, fully aligned with the strategy of the Division, Countries, Channels and Segments.
• Leveraging group digital platforms (SE Digital, EM software, E2E DCR), provide them with clear specification on the desired product experience, and work closely with them to develop the end-to-end seamless journey.
• Formalize guidelines to ensure DPEX implementation is
  • consistent across product types (components, primary equipment, secondary equipment, )
  • relevant and valuable for every persona interacting with the product.
• Upskill and drive change in Power Systems (global + countries) to integrate DPEX as a component of the offer, driving DPEX accountability to offer Product Marketing in LOB and Countries.

, *QUALIFICATION

• Strong experience in Marketing, (Offer Creation Marketing, Offer Management) with a passion to drive best-in class customer experience.
• Previous experience in the field of digital / DCX / Offer Data (global or BU).
• Proven analytical and fact-based decision making, leveraging multiple sources of information, both qualitative & quantitative.
• Agile mindset Speed rather than perfection.
• Strong communication ability to effectively influence and convince multiple teams, drive alignment and buy in.
• Demonstrated ability to drive change.
• Broad knowledge of electrical distribution offers, go to market, and customers (MV/LV).
• Master degree with 5+ years of experience.

LANGUAGE

• Fluent in English

Keyskills :
web trafficdrive changepower systemscustomer valuebusiness growthglobal platformproduct marketingcustomer engagementcustomer experiencecustomer satisfactioncompetitive advantageelectrical distributionseoe2ereachdesignmarcomaccess