Customer Experience Business Partner

1 day ago


Coffeyville, United States Schneider Electric Full time
Job Description

As a Customer Experience Business Partner - Industrial Automation, you will play a pivotal role in enhancing customer satisfaction and quality processes within our technology-driven environment. This role requires a dynamic individual who can proactively engage with customers, solve problems before they arise, and influence business strategy at the Vice President level by becoming a trusted advisor and earning a seat at the table.

Key Responsibilities
  • Proactive Customer Engagement: Engage with customers proactively to understand their needs and anticipate potential issues. Develop and implement strategies to prevent problems before they arise. Foster strong relationships with key customers to ensure long-term satisfaction and loyalty. Conduct regular check-ins and surveys to gather proactive feedback. Identify and address potential pain points in the customer journey before they escalate.
  • Strategic Influence: Become a trusted advisor to senior leadership, earning a seat at the table for strategic discussions. Collaborate with the Vice President of Customer Experience to shape and influence business strategy. Advocate for customer-centric approaches in business decisions and initiatives. Provide insights and recommendations based on customer feedback and market trends. Participate in strategic planning sessions and contribute to the development of long-term goals. Promote psychological safety within the organization to create a culture of innovation and open communication.
  • Customer Satisfaction & Quality Processes: Implement and manage customer satisfaction metrics and quality assurance processes. Reactively address and resolve customer issues, ensuring a high level of customer satisfaction. Analyze customer feedback and data to identify trends and areas for improvement. Develop and execute action plans to enhance customer experience based on feedback.
  • Cross-Functional Collaboration: Work closely with product development, marketing, and sales teams to ensure customer needs are met. Facilitate communication and collaboration between departments to enhance the overall customer experience. Lead cross-functional projects aimed at improving customer satisfaction and quality. Foster ongoing relationships with global teams for engineering and supply chain.
  • Performance Monitoring: Monitor and report on key performance indicators (KPIs) related to customer experience. Conduct regular reviews of customer satisfaction metrics and quality assurance processes. Identify and implement improvements to enhance performance and achieve targets.
Requirements
  • Candidate Profile: Bachelor's degree in Business, Marketing, Engineering, or a related field. Minimum of 5 years of experience in customer experience, quality assurance, operations, or a related role in a technology-based environment. Strong knowledge of Schneider Electric Offers. Technical application knowledge of PLCs, Drives, and IA Software. Technical proficiency with digital communication networks and design. Proven ability to influence business strategy at a senior level. Strong analytical skills with the ability to interpret customer data and feedback. Excellent communication and interpersonal skills. Ability to work collaboratively across departments and lead cross-functional projects. Proficiency in customer experience management tools and software.
What We Offer
  • Comprehensive Benefits Package: Schneider Electric offers a comprehensive benefits package to support our employees, inclusive of medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks (credits to apply towards your benefits) flexible work arrangements, paid family leaves, 401(k) + match, well-being and recognition (including service anniversary) programs, 12 holidays per year, 20 days of paid time off per year (pro-rated in the first year of employment based on start date), opportunity to purchase company stock (eligibility depends on start date), and military leave benefits.
How to Apply

You must submit an online application to be considered for this position. The Company will accept applications on an ongoing basis until the position is filled.



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