E2E Digital Customer Experience leader – Power Systems
Schneider Electric
Bangalore, Karnataka, IN
2d ago

Job Description

E2E Digital Customer Experience leader Power Systems-007FPE

PURPOSE OF THE JOB

The Digital Customer Experience (DCX) team is responsible for the end-to-end digital experience for Medium Voltage (MV) Customers, enabling sales and superior customer satisfaction.

The key function of your role is to co-define and co-design with Customers and countries the best digital experience, for Specifiers and Contractors.

MISSION

  • You understand the challenges, insights, and local market specificities of Customers when they design and execute electrical distribution projects including medium voltage.
  • You co-design with countries and Customers the digital journey of Specifiers and Contractors, leveraging SE-internal platforms and relevant 3rd party software (ISV’s).
  • You monitor adoption / usage and demonstrate impact.
  • You own Marketing activities for MV-specific software platforms / bricks owned by Power Systems.
  • RESPONSIBILITIES

  • Drive Voice-of-Customer and identify key insights and opportunities to enable value with digital tools / content.
  • Analyse competition and 3rd party digital platforms used by our Customers.
  • Define roadmap with clear value proposition, fully aligned with the strategy of the Division.
  • Co-design with Customers and Countries the digital journey.
  • Synchronize with Commercial, Channels, LOB and other product Divisions if required.
  • Provide clear specification and coordinate with SE Digital, E2E DCR, EM Software.
  • Identify 3rd party software platforms used by our Customers, and how to leverage them.
  • Define, manage marketing requirements of software bricks / platforms owned by Power Systems. Be part of the agile project team.
  • Prepare and support launch.

  • Monitor performance of the digital solution and E2E experience for Specifiers & Contractors.
  • Contribute to budget establishment and manage priorities according to constraints.
  • QUALIFICATION

  • Experience in Marketing, with a passion to drive best-in class customer experience.
  • Knowledge in MV / LV electrical systems.
  • Understanding of digital / DCX (global or country).
  • 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.
  • Master’s degree in electrical engineering with 5+ years of experience.
  • LANGUAGE

  • Fluent in English
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