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Customer Experience Leader

3.00 to 5.00 Years   Pune   14 Sep, 2021
Schneider Electric
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryManufacturing
Functional AreaCustomer Service (Domestic),Customer Service (International)
EmploymentTypeFull-time

Job Description

*

  • Customer Voice
    • Responsible for collecting customer feedback through direct and indirect channels such as Customer Voice, Customer Journey Mapping (CJM), Medallia, BfO, forums, social medial etc across all touch points
    • Responsbile for monitoring, informing and deep dive on key data such as Customer Net Promoter Score (CNPS), Net Satisfaction Score (NSS)
  • Customer Journey Mapping
    • Lead and drive customer journey mapping/customer interactions in selected channels, countries, programs (for example contractor, panel builders, OCP etc)
    • Create meaningful insights and analysis out of collected feedback, drive improvement actions and share status with key stakeholders regularly
  • Pro-actively assist in helping lead customer transformation initiatives such as thought leadership initiatives including but not limited to white papers, newsletter to VIPs, master class, training material, editorial content etc
  • Coach and develop capabilities inside Power System on CJM
  • Work with other divisions to drive customer feedback actions on personas outside PS such as Contractors, Data Canters, Panel Builders
  • Improve existing process and tools and improve survey/analytics
  • Main interactions will include with customers, commercial teams in countries, global & country marketing team, product management team etc
, *
  • Undergraduate degree in marketing, business analysis
  • 3-5 years of experience inside Schneider in different functions including but not limited to Customer Satisfaction & Quality, Sales & Marking, Business Analysis etc
  • Must demonstrate strategic ability, strong business acumen, and strong change leadership capabilities with excellent track record of delivering results and customer focus mindset
  • A fluent and highly articulate communicator with excellent interpersonal and influencing skills
  • Cross Functions Team working skills due to Matrix Organization reporting

Keyskills :
net promoter scorestrong business acumencustomer focusbusiness acumenbusiness analysistraining materialproduct managementthought leadershipnetocpsalesmatrixmarkingtrainingbusiness

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