Customer Experience Manager

Overview In this role you will lead the customer journey for the Cooling business, driving end-to-end satisfaction improvements and coaching cross-functional teams to embed customer-centric decisions. You will monitor touchpoints, identify root causes of dissatisfaction, and steer actions with stakeholders to raise overall experience.

The position offers visibility across leadership and opportunities to shape CX strategy in a global, matrix environment. This is a chance to impact customer loyalty and operational excellence at Schneider Electric. Retribuzione / Benefits health and life insurance paid time off parental and care leave flexible work options competitive pay retirement savings plans Responsabilità Monitor customer experience across all touchpoints for the global Cooling business Identify and address root causes of dissatisfaction (escalations, CMIs, etc.) Focus on factors beyond product quality (FAT, on-time delivery, communication, responsiveness) Share CX performance and warnings with stakeholders and drive actions Lead end-to-end satisfaction initiatives spanning multiple functions (Commercial, Marketing, Supply Chain, Operations) Drive resolution of escalated cases with internal teams and present solutions to leaders Engage ad-hoc teams to fix issues after stakeholder alignment Ensure timely closing of detected warnings and priorities Promote customer-centric mindset and share best practices across the journey Report CX performance to the Director of Cooling CS&Q Requisiti fondamentali 8+ years experience in Quality/Customer Experience/Engineering/Manufacturing Undergraduate degree in Quality, Customer Experience, Engineering, or Manufacturing Strong change management capabilities and ability to influence in a matrix organization Customer-oriented mindset and excellent communication and interpersonal skills change management stakeholder management cross-functional collaboration effective communication problem solving influencing without authority

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