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.
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.
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.
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.
Fluent in English