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CX Business Partner - Power Systems & Digital Energy

3.00 to 5.00 Years   Gurugram   23 Nov, 2021
Schneider Electric
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryManufacturing
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

*Job DescriptionName of EntitySEPL / SEIPL / SEIL JD Creation Date Function BU / DepartmentCustomer Satisfaction & QualityMRF IDPosition TitleBusiness Operation QualityJob codePosition Type (Replacement or new)ReplacementPrepared by(Hiring Manager)Reports to (position title)Country CS&Q head (Director)Cost CentreNo. of SubordinatesDirect -

Indirect - -Geographical ResponsibilityCountry2 or more CountriesZoneOperating Div.GlobalZone - e.g. G China, G India, NEA, Pacific, SEA; OD - e.g. APOD, EOD, NAOD, IODLocationCompass Code(To be filled by HR BP s)Travel Required(Yes or No)YesBudgetPosition Costing (DVC or NDVC)NDVCMISSION - WHY THIS POSITION EXISTSThe role holder can handle one or multiple BUs based on the criticality & size of the BU
  • This position is the voice of the customer and is a customer experience champion for the BU. This position acts a conscience keeper & an advocate for the BU Head & the team to keep customer in front of everything we do and to ensure that we are always #Customer First. Key mission carried out by this role holder are:
  • Helps the business units in handling major customer pain points across quality, delivery, service or any other touch point affecting their overall experience with Schneider
  • Acts as the pivot to bring all the stakeholders (BU, GSC (Supply chain & Logistics), LOB, R&D, Field Services, National Sales etc.) together in resolving issues faced by the customer.
  • Is the owner of I2P process for the BU and drives improvement in customer satisfaction by implementing systematic issue resolution actions
  • Leads any recall / containment and works with LOB, Field Services, Logistics & other stakeholders to ensure that customers are not affected
  • Leads / plays a key role along with process owner in improvement / correction of any commercial process (across the value chain from Order to Delivery / Order to Execution including vendor / partner processes) affecting customer experience
  • Carry out proactive customer visits & supports BU in reactive visits and in each scenario captures the hot point leading to customer dissat and works with BU / GSC / LOB in driving corrective actions
  • Leads / plays a key role along with function / process owner to plan, execute / monitor key actions that come out of Customer Voice surveys / Customer visits
  • Drives Mission Profile in the Front Office with support from GSC & LOB
  • Strives to create a quality culture in the BU by promoting Customer First core value, Quality/ customer experience processes
NETWORK OF INTERACTION Major interaction parties:(Internal e.g. colleagues, Sales & Marketing Dept., Unions & etc. External e.g. legal advisor, customers, distributors, Clients & etc)REQUIREMENTSEducational QualificationsMust to haveEngineering degree Job ExperienceOverall10-12 yearsExperienceRelevant 3-5 years in sales/marketing/front office roles and 5-8 years in Quality management roles.Hand on experience in driving quality assurance processes, quality tools usage and six-sigma implementationExperienceCOMPETENCIES REQUIREDMust to haveGood to haveTechnicalCompetencies
  • Engineering mindset and ability to understand products specs and functionalities
  • Quality tools and systems awareness
Six sigma black beltFunctionalcompetencies
  • General management experience
  • Understanding of problem solving tools (lean, why-why, etc.)
MBA Behavioral Competencies
  • Customer oriented mindset
  • Team player
  • Effective communication
  • Influencing skills
  • Excellent interpersonal skills
Networking AREAS OF RESPONSIBILITY(Describe the nature, scope, level of improvements to new ideas, etc.)LEVEL*(Full, Partial, Supportive)MEASUREMENT(Quantitative or quality criteria to achieve responsibility)Support Business units for handling Customer issues (product/solution/services)FullCustomer experience CNPS scoresImplementation and use of I2P for issue resolution, follow-up of global actions (containment, recall, etc)FullCustomer Voice/ Survey analysis and implementation of actions for improving customer experienceSupportiveDrive improvement initiatives identified at LOB and GSC for improving product quality (Eg: Mission profile)SupportiveDrive improvement initiatives identified along with commercial org for improving customer experience SupportivePromoter of Customer First culture in Front officeFull*Full : Fully responsible for the results of the workPartial : Partially responsible for the results of the work Supportive : Provide support to the person accountable for the results of the work.,

Keyskills :
salesmarketinginsurancecustomer relationsbasisvoice of the customerproblem solving toolsquality assurance processessix sigmafront officequality toolssalesmarketing

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