Job Description
Customer Experience Lead-006V9S
Do you dream of working in a company that is driven by a meaningful purpose?
An inclusive company that empowers you to do your best and be innovative?
We are looking for a Customer Experience Lead ( 006V9S) to make a difference!
At Schneider Electric , we believe access to energy and digital is a basic human right. We empower all to do more with less, ensuring Life Is On everywhere, for everyone, at every moment. We provide energy and automation digital solutions for efficiency and sustainability.
What you will do:
Drives customer satisfaction & loyalty through comprehensive understanding and continuous improvement of our Customer Experiences
Customer surveys. Conduct customer satisfaction & loyalty feedback analysis from surveys, customer visits and other relevant sources (ie: complaints) Issues resolution. Ensures specific issues detected are promptly managed and closed Analytics. Builds and shares analysis of the key satisfaction and loyalty drivers, the competitive positioning, and the benchmark positioning that sets customer experience improvement priorities Customer Satisfaction strategy. Drives customer experience improvement actions, deploys best practices, implement creative strategy to increase level of customers’ satisfaction Continuous Improvement ambassador. Use Improvement methodology (Lean concept, 8D, A3) to address customer’s pain points, to boost Customer Satisfaction and increase internal efficiency Program deployment. Manage deployment and operation of the Customer Satisfaction and Loyalty Development (CSLD) process
Customer advocate to lead Customer Centric programs
Represent the voice of customer. Develop and deploy customer centricity programs within the organization Customer Journey Mapping (CJM). Lead CJM project to identify customer hot points and translate to CI projects. Ensure a reliable and sustainable process is operating to solve customer complaints fast and effectively Challenge the involved entities to improve customer satisfaction and achieve quality goals Escalate customer issues to the right organization whenever needed, and supports collaborative resolution in the customer's best interest Collaborate with other departments (sales & marketing, customer care center, logistics, supply chain, line of business, etc) in order to contain, correct, and prevent problems affecting customers Cluster VIP advocate for our Very Important Customers VIP, Global Strategic Account
Lead Malaysia Operations Command Center
Overall responsible for the Operations Command Center -the setup and the operating model To animate the 3 Go-to-Market (GTM) Operations team to drive real-time action in addressing customers’ issues Directly manage the Transactional GTM in liaison with Customer Care Center & Global Supply Chain. Coordinate and manage change requests from process owners with Schneider Digital team, Cluster Country President and Cluster Business Vice Presidents
Qualifications
Qualifications:
- Graduate degree with 10+ years experience in Customer experience / Sales Operations / Marketing / Services / Quality Customer management
- Customer oriented mindset
- Strong recognized leadership with global mindset
- Strong influence skills and communication capabilities
- Multicultural skills
- Analytical and process oriented
- Intermediate to Advance Microsoft Excel capabilities to perform effective data analysis
- Knowledge on SAP ERP system and Tableau analytics will be an added advantage
- Knowledge/practitioner on statistical analysis & DMAIC methodology will be an added advantage
Benefits we offer:
Global family leave Comprehensive medical coverage for employee and dependents Flexible work arrangement Worldwide Employee Stock Ownership
…and more!
We are looking forward to welcoming you in our team!
