Head of Customer Experience, Electrification & Automation

Siemens Mobility; Raleigh (NC); On-site; USD 142,000 - 244,000; Full time

Job summary

An established industry player is seeking a visionary Head of Customer Experience to drive customer support transformation. This role focuses on designing a best-in-class digital service experience, leveraging AI and analytics to enhance satisfaction and streamline operations. You'll lead a talented team, implement a multi-channel support framework, and ensure seamless interactions for customers. Join a forward-thinking company dedicated to sustainable progress and innovation, where your contributions will significantly impact the future of electrification and automation. This is an exciting opportunity to shape customer experiences and drive business success.

Benefits

Health and Wellness Benefits

Flexible Work Schedule

Professional Development Opportunities

Retirement Savings Plan

Qualifications

• 5+ years of leadership experience in technical support or services.
• Strong commercial acumen and understanding of AI applications.

Responsibilities

• Define and implement a customer-centric strategy aligned with business goals.
• Lead a high-performing team of technical support specialists.

Skills

Leadership

Customer Experience Strategy

Technical Support Management

AI and Automation

Stakeholder Management

Education

Bachelor's Degree in Related Fields

Tools

Salesforce.com (Service Cloud)

Job description

Here at Siemens, we take pride in enabling sustainable progress through technology. We do this through empowering customers by combining the real and digital worlds. Improving how we live, work, and move today and for the next generation! We know that the only way a business thrive is if our people are thriving. That’s why we always put our people first. Our global, diverse team would be happy to support you and challenge you to grow in new ways. Who knows where our shared journey will take you?

Transform the everyday with us.

At Siemens Electrification and Automation, we're pioneering the future of sustainable power distribution and intelligent automation solutions that form the backbone of modern industry and infrastructure across the United States. Our technologies enable businesses to optimize their operations, reduce energy consumption, and embrace digital transformation while contributing to a more resilient and environmentally responsible future.

We are looking for a visionary, strategic Head of Customer Experience in the Raleigh area to drive the customer support transformation of a multi-billion-dollar Electrification & Automation portfolio, ensuring seamless, customer-centric technical service across all touchpoints.

You will be responsible for designing a best-in class digital service experience, leveraging AI-driven support, automation, and analytics to enhance customer satisfaction, streamline support operations, and unlock new revenue streams through upselling and cross-selling.

You will make an impact with the following duties:

• Vision & Strategy
  • Define and implement a comprehensive digital and human-assisted customer-centric strategy, aligning with customer needs and business goals.
  • Establish a roadmap for platform enhancements that evolves with customer expectations, emerging technologies, and monetization strategies.
• Building & Leading a High-Performing Team
  • Lead and scale a team of highly skilled technical support specialists, digital platform managers, and customer engagement professionals.
  • Implement performance metrics tied to technical resolution time, customer effort score, and revenue influence through support.
• Customer Support & Digital Platform Implementation
  • Design and oversee a multi-channel customer support framework that enables seamless customer interactions.
  • Ensure customers can self-manage service requests, track assets, and interact with AI-powered assistants.
• AI-Driven Support & Proactive Issue Resolution
  • Implement AI-driven query analysis, issue routing, and automated responses to improve efficiency.
  • Use customer interaction data to generate personalized service recommendations and sales insights.
• Rapid Resolution & Escalation Management, Transparency & Customer Communication, Cross-Functional Collaboration & Performance Metrics
  • Build a robust technical escalation structure to quickly address complex issues.
  • Enable real-time query status monitoring for customers and establish clear communication on progress, delays, and next steps.
  • Align with cross-functional teams to ensure technical content accuracy and platform performance, and define and track KPIs for customer satisfaction, issue resolution efficiency, and revenue generation.

You’ll win us over by having the following qualifications:

Basic Qualifications:

• Bachelors degree in related fields or equivalent
• 5+ years of leadership experience with the following:
  • Technical support or services, preferably within the energy, automation, or critical infrastructure sectors.
  • Strong commercial acumen, with an ability to connect support interactions to revenue-generating opportunities.
  • An understanding of AI and other emerging technologies to envision potential applications.
  • Building, managing, and developing a high-performing team.
  • Strategic planning with a focus on customer experience and digital transformation.
  • Exceptional communication and stakeholder management skills; adept at presenting to internal leadership, engineering teams, and key customers.
  • Familiarity with Salesforce.com (Service Cloud highly preferred)

• Legally authorized to work in the United States on a continual and permanent basis without company sponsorship

You’ll benefit from:

• Siemens offers a variety of health and wellness benefits to our employees. Details regarding our benefits can be found here: https://www.benefitsquickstart.com/siemens/index.html
• The pay range for this position is $142,310 - $243,960. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications and premium geographic location.

About Siemens:

We are a global technology company focused on industry, infrastructure, transport, and healthcare. From more resource-efficient factories, resilient supply chains, and smarter buildings and grids, to sustainable transportation as well as advanced healthcare, we create technology with purpose adding real value for customers.

Our Commitment to Diversity, Equity, and Inclusion:

We value your unique identity and perspective. We are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and create a better tomorrow with us. Learn more about our commitment to DEI here.

Protecting the environment, conserving our natural resources, fostering the health and performance of our people as well as safeguarding their working conditions are core to our social and business commitment at Siemens. They are an integral part of our Business Conduct Guidelines and our corporate strategy.

Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

Reasonable Accommodations
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EEO is the Law
Applicants and employees are protected under Federal law from discrimination. To learn more,Click here.

Pay Transparency Non-Discrimination Provision
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more,Click here.

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Criminal History
Qualified applications with arrest or conviction records will be considered for employment in accordance with applicable local and state laws.