In this role, you will champion the voice of the customer for the global Cooling business, leading journey mapping and driving improvements across the full customer experience. You will coach cross-functional teams to embed customer-centric decision-making and manage end-to-end satisfaction beyond product quality. You’ll escalate and resolve top customer issues, monitor touchpoints, and shape actions that raise loyalty and trust. This is a chance to influence how the business delivers value at scale and to partner with leaders across the organization.
Retribuzione / Benefits
- health and life insurance
- paid time off
- parental and care leave
- flexible work options
- retirement savings plans
- performance and development conversations
Responsabilità
- Monitor customer experience satisfaction across global Cooling touchpoints
- Identify root causes of dissatisfaction and drive actions to address escalations and CMIs
- Focus on factors beyond product quality (FAT, On-Time Delivery, communication, responsiveness)
- Share CX performance with stakeholders and escalate warnings to set priorities
- Foster a customer-centric mindset and share journey best practices
- Drive resolution of escalated cases with internal Cooling teams and present solutions to leaders/clients
- Lead quality actions involving Commercial/LOB/Global Marketing/Global Supply Chain/Operations
- Engage ad-hoc teams to implement fixes after stakeholder agreement and close warnings/priorities
Requisiti fondamentali
- Undergraduate degree in Quality, Customer Experience, Engineering, or Manufacturing
- 8+ years experience in Quality/Customer Experience/Engineering/Manufacturing
- Strong change manager, able to influence and drive alignment in a matrix organization
- Customer-oriented mindset
- Excellent communication and interpersonal skills
- communication
- stakeholder management
- change management
- root cause analysis (implied)
- customer journey mapping (implied)
📌 Customer experience manager (Padova)
🏢 Schneider Electric
📍 Padova
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