Customer Experience Manager

Schneider Electric; Padova; On-site; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Health and life insurance

Paid time off

Parental and care leave

Flexible work options

Retirement savings plans

Performance and development conversa

Job summary

Schneider Electric cerca un professionista senior nel campo Qualità/Customer Experience per guidare la voce del cliente nel global Cooling, mappando i percorsi e guidando miglioramenti sull'esperienza complessiva. Verrà coordinato un team multifunzionale per promuovere decisioni orientate al cliente e migliorare la fidelizzazione.

L’incarico prevede coaching di team trasversali, gestione delle escalation e azioni mirate per aumentare fiducia e valore, collaborando con i leader e i clienti su

Qualifications

• 8+ anni di esperienza in Quality/Customer Experience/Engineering/Manufacturing.
• Forte gestione del cambiamento e influenza in strutture matriciali.
• Mentalità orientata al cliente con eccellenti capacità comunicative.
• Esperienza in mappatura del journey e analisi delle cause radice.

Responsibilities

• Monitorare la soddisfazione della customer experience sui touchpoint globali della Cooling.
• Identificare cause di insoddisfazione e guidare azioni per escalation e CMIs.
• Concentrarsi su fattori oltre la qualità di prodotto (FAT, On-Time Delivery, comunicazione, reattività).
• Condividere le performance CX con gli stakeholder ed evidenziare warning per priorità.
• Favorire una mentalità customer-centric e condividere best practice di viaggio.
• Guidare la risoluzione di casi escalati con i team Cooling interni e proporre soluzioni ai leader/Clienti.
• Guidare azioni di qualità coinvolgendo Commercial/LOB/Global Marketing/Global Supply Chain/Operations.
• Coinvolgere team ad hoc per implementare fix dopo l'accordo degli stakeholder e chiudere le priorità.

Skills

8+ anni esperienza

orientamento al cliente

gestione del cambiamento

gestione degli stakeholder

ottime capacità comunicative

analisi causa radice

mappatura percorso cliente

Education

Laurea triennale in Qualità, CX, Ingegneria o Manufacturing

Job description

Overview

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 elevate 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 elevate 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)