Customer Support & Satisfaction Digital Change Manager

Schneider Electric; Barcelona; Híbrido; EUR 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work plan

Flexible remuneration plan

Wellbeing platform Wellwo

Life insurance

Stock ownership program

Volunteer programs

Descripción de la vacante

Schneider Electric seeks a Customer Support & Satisfaction Digital Change Manager to drive people-focused change across key digital transformation initiatives. You’ll engage stakeholders, define change strategies, deliver communications and training, and measure business impact to maximize adoption.

You will partner with project teams and leaders to bridge deployment and user adoption, contributing to measurable business value across Customer Support & Satisfaction globally.

Formación

• Bachelor's degree in Computer Science, Business or a related field. A Master's degree is a plus
• Ability to work in a dynamic international environment with multi-cultural teams
• Strong team player, results-oriented and with ability to demonstrate leadership
• Strong organizational & analytical skills, excellent problem determination and problem-solving skills; rigorous and detail-oriented
• Ability to manage multiple priorities, meet deadlines, and adapt to changing business needs
• Good written and verbal communication skills as well as effective presentation and engagement skills
• Advanced English language skills

Responsabilidades

• Lead change initiatives across the DCR Digital Customer Support & Satisfaction organization to ensure successful implementation and value realization
• Collaborate with Project Managers and Deployment Leaders to align roadmaps and plan activities
• Co-execute the Change Management strategy with the Deployment team
• Conduct impact analyses to understand effects of Change initiatives and develop gap-closure plans
• Establish metrics to measure Change success and identify areas for improvement
• Develop and deliver training strategies and materials for new digital tools and processes
• Provide regular updates to stakeholders on training progress, risks and mitigation actions
• Define change success metrics and report adoption results to management

Conocimientos

Bachelor's degree

Multicultural teamwork

Leadership

Organizational skills

Analytical skills

English proficiency

Educación

Bachelor's degree in Computer Science, Business or related field

Master's degree (plus)

Descripción del empleo

We are your Energy Technology Partner. We electrify, automate, and digitalize every industry, business, and home, driving efficiency and sustainability for all.

At Schneider Electric, our values – IMPACT (Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork) – are the foundation of everything we do. Becoming an Impact Maker means turning sustainability ambitions into actions at the intersection of automation, electrification, and digitization.

Are you ready to lead the digital transformation to create a more sustainable world?

If you are up to challenge your creativity and make an impact, we are excited to welcome you!

Schneider Digital is the digital department of Schneider Electric, leading the digital transformation in the company by giving support globally to our internal teams and our clients. Schneider Digital consists of 6 Digital Hubs worldwide which are strategically located to ensure a 24/7 support across the company (France, China, India, USA, Mexico and Spain). Our Digital Hub in Barcelona is formed by +450 employees working in strategic projects and different roles such as Data, Cybersecurity, ERP, Cloud, Infrastructures, IT Project Management or Digital Marketing.

About the team

The DCR Digital Customer Support & Satisfaction team plays a key role in accelerating Schneider Electric's digital transformation journey within Customer Support organizations worldwide. Working in a highly international environment, the team partners with Product Owners, Deployment Leaders, Project Managers and business stakeholders to drive the adoption of digital solutions that enhance customer experience, operational efficiency and support agent productivity.

As part of this team, you will have the opportunity to contribute to strategic global initiatives, influence change across multiple countries and cultures, and help ensure that digital investments translate into measurable business value and sustainable adoption.

About the role

We are looking for a Customer Support & Satisfaction Digital Change Manager to drive the people side of change across key digital transformation initiatives. This role is focused on ensuring successful adoption of new tools, processes and ways of working by engaging stakeholders, defining change strategies, delivering effective communications and training, and measuring business impact.

You will act as a trusted partner to project teams and business leaders, helping bridge the gap between solution deployment and user adoption to maximize the value delivered to our Customer Support & Satisfaction organization.

What will you do?

Main missions

• Leading and managing change initiatives acrossthe DCR Digital Customer Support & Satisfaction organization for all strategic portfolio initiatives to ensure successful implementation, adoption and value realization
• Drive strong collaboration with organization key stakeholders: Project Managers and Deployment Leaders to ensure roadmap alignment and joint activities are planned and executed in synch
• Co-execute the Change Management strategy with the Deployment team
• Conduct required impact analysis to understand the effects of Change initiatives and assess country readiness for change as well as develop plans to address identified gaps
• Establish metrics to measure the success of Change, evaluate the outcomes and identify areas for improvement

Responsibilities

As a Change Leader you will be leading and managing Customer Support Capability change initiatives to ensure successful implementation and adoption. You will develop and execute change management strategies, engage stakeholders, and provide training and support to the Customer Support Agents & Team Leaders. Additionally, you will be monitoring progress, address resistance, and evaluate the effectiveness of change efforts to drive continuous improvement.

• Develops change management plans for projects and/or change initiatives taking guidance from the standardized change management methodology & execution models
• Works with organization stakeholders to understand challenges on Adoption & Change Management, develops strategies for overcoming obstacles and weak points and supports in measuring the ROI of digital adoption initiatives
• Evaluates the impact of planned change
• Identifies and manages anticipated resistance to change
• Drives understanding of the User behavior to ensure faster user adoption & return on investment on digital tools & features
• Defines and create communication assets such as yammer posts, emails, communication packages as part of change management strategy execution
• Defines communication channels to ensure most effective way to reaching the target audience, ensuring the delivery of consistent and timely messages
• Delivers training strategy and training material as part of change management execution: break the barriers of traditional training methods with new innovative hands on / walkthrough animations
• Builds the Training Strategy & Plan & delivers the required training sessions
• Training documents on new Digital tools
• On demand support for documentation to secure knowledge transfer
• Provides Regular Updates to the Project Stakeholders and Project Team with regards to Training Progress, Roadblocks, Risks/mitigation Actions
• Defines change success metrics and measures performance against these
• Provides reporting and other updates to management and project teams: measures Adoption, communicates the results and works out key action plan with key contributors to boost, recover adoption

Qualifications & Skills

• Bachelor's degree in Computer Science, Business or a related field. A Master's degree is a plus
• Ability to work in a dynamic international environment with multi-cultural teams
• Strong team player, results-oriented and with ability to demonstrate leadership
• Strong organizational & analytical skills, excellent problem determination and problem-solving skills; rigorous and detail-oriented
• Ability to manage multiple priorities, meet deadlines, and adapt to changing business needs
• Good written and verbal communication skills as well as effective presentation and engagement skills
• Advanced English language skills

What will you get?

We adapt to you?

• With our flexible schedule, you'll have the freedom to adjust your work hours to accommodate your personal needs and responsibilities.
• We know how great it is to work from home. With our hybrid work plan, you can enjoy working from the comfort of your home.
• Need more time to relax and disconnect? With our Holy Pack, you can purchase additional vacation days to recharge when you need it most.
• Celebrate holidays your way! With Floating Holidays, you can exchange holidays for other days that better suit your plans and personal preferences.
• Need additional time to explore new experiences or focus on personal projects? With the Sabbatical Pack, you can request up to 2 months of extra leave (unpaid).
• We value the importance of family and want to support you in all aspects of your life. Our Global Family Leave Policy provides flexible paid conditions for when you need it most, whether you're about to be a parent, need time to overcome a loss, or to care for a loved one.
• With access to the health and wellness platform Wellwo, you and up to 5 people of your choice can enjoy access to wellness content, nutrition counseling, fitness classes, and more!
• From dance classes to booking a hotel spa, we offer an agreement with Wellhub so you can access a network of thousands of gyms and sports centers to keep your body active in the way you like best.
• Your well-being is our priority. You will have medical service at your workplace for close attention to any medical needs.
• With Career Hub, our AI-driven professional development platform, you can connect with job opportunities, projects, and mentors at Schneider Electric globally.
• We offer you the opportunity to be a shareholder of Schneider Electric and share in our achievements with our stock ownership program.
• We celebrate everyone’s talent and success with our recognition program, through which you can give and receive points for your achievements and redeem them for gift cards at your favorite stores.
• You will have life insurance for your protection.
• We offer you a Flexible Remuneration Plan in which you can choose from a variety of options, such as health insurance, meal vouchers, childcare vouchers, transportation vouchers, training, and more.
• With Club Schneider, you will enjoy special discounts at your favorite stores, restaurants, travel agencies, and other external services.
• Participate in company-subsidized volunteer programs to contribute to our community and have a positive impact on your environment.

Grade 6

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here.

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.