Digital Customer Experience Adoption Leader

Schneider Electric•Andover, North Carolina

4d•Hybrid

About The Position

The Digital Customer Experience Adoption Leader serves as the primary link between associated domains in the global CXCT organization and NAM Zone/Country operations teams, ensuring the successful deployment, adoption, and scaling of Digital Customer Experience and Journey initiatives. This role is Hybrid, requiring 2-3 days in-person per week, based in US Hub locations. The Customer Experience & Commercial Transformation (CXCT) organization is dedicated to accelerating profitable growth through best-in-class customer experience and overall commercial transformation, focusing on delivering the best experience for all customer types, both offline and online, with value-driven pricing, consistent commercial policy, a strong sales force equipped with the best tools, strategic partnerships with Global Distributors, and systematic channel saturation.

Requirements

Minimum 6+ years of experience in digital transformation, customer experience, digital tools, commercial operations, or related roles, with a strong track record of driving adoption and business impact.
Project management and Program Management skills are an essential part of being successful in this role.
Strong understanding of digital customer journeys, customer experience frameworks, and digital go-to-market models.
Demonstrated ability to lead change management and influence stakeholders in a matrix organization.
Strong communication, stakeholder management, and cross-functional collaboration skills.
Ability to translate global strategies into local execution plans based on market realities.
Currently local to one of our US Hubs (Boston, Andover, Foxboro MA; Raleigh, NC; Nashville, TN; Dallas, TX. Chicago, IL)

Nice To Haves

Familiarity with the electrical distribution industry and B2B digital ecosystems is a plus.

Responsibilities

Act as the primary interface between multiple domains of CXCT & NAM Zone/Country organizations to align on priorities, roadmaps, and KPIs
Lead the deployment and adoption of Digital Customer Experience and Journey initiatives across NAM markets, including virtual agents, digital engagement solutions and their downstream processes such as ensuring the right leads reach their appropriate destination for action, e.g. sales queries, customer support queries
Define and execute adoption strategies and activation plans to ensure successful implementation of tools, platforms, and digital customer journeys
Assess local operational capabilities, digital maturity, and customer experience gaps based on market-specific insights
Identify opportunities to enhance customer experience through digital solutions and drive continuous improvement using performance data and insights. This will also entail understanding of current internal processes and ensuring new technologies enhance the effectiveness of the processes.
Establish and track adoption KPIs, ensuring clear governance, reporting, and visibility on performance and impact
Coordinate with global domain experts to validate business cases, success criteria, and deployment strategies
Ensure alignment (“handshake”) between NAM Operations and global teams on progress, adoption performance, and continuous improvement initiatives
Develop appropriate cadences to drive progress and action at various levels including local, global and both