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Customer Experience Leader Job in Mayfield Village, Ohio US
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Job Summary

Company
Rockwell Automation, Inc.
Location
Mayfield Village, OH
Industries
Government and Military
Job Type
Full Time
Employee
Years of Experience
Less than 1 Year
Job Reference Code
43712639_1

Customer Experience Leader

About the Job

Customer Experience Leader
United States
Responsibilities:
Amplify the Voice of the Customer within Rockwell Automation, representing the customers' technical interests, generating insights, removing obstacles, and influencing product development roadmaps.
Drive operational excellence through effective project management
Identify, document, implement and refine customer adoption best practices
Partner with cross-functional teams to develop and execute adoption strategies that create successful customers and increase expansion and renewal sales
Determine the timing and content of Customer Success Manager touchpoints along the customer journey, in order to drive optimal adoption and net promoter scores (NPS)
Partner with Customer Success Leaders to deploy customer engagement playbooks in the following areas;
Onboarding
Risk Management
Expansion and Renewal Opportunity Management
Escalation
Working with Product Management and Marketing teams, coordinate email nurture campaigns with customer lifecycle milestones
Partner closely with IT on systems implementation and evolution
Working with Customer Experience team, develop requirements for the configuration and administration of the Gainsight technology platform
Support mapping, documenting and designing of user stories as part the Customer Experience team
Collaborate with the UX design team to develop data-driven customer stories, ongoing examination of the customer experience, including how we can improve value realization and ease of doing business.

#LI-MW2 #ind123
Qualifications
Basic Qualifications
Bachelor's degree
Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Preferred Qualifications
Proficient in leading the development of journey maps; experience maps and service blueprints
Has worked with offerings in different stages of customer journey maturity from those starting with mapping, piloting customer journey improvements, rolling out customer journeys globally, to scaling and expanding the number of channels incorporated into customer journeys
Has experience with marketing automation tools, journey builder tools and other tools that help Customer Experience teams visualize customer journeys, optimize and deliver real-time, integrated, personalized, and scalable customer experiences
Leading and performing research efforts to develop a clear and comprehensive view of the customer experience, at scale, across the Rockwell Automation  and Channel Partner organization
identify process and customer experience improvement opportunities, and present recommendations to Customer Experience team to ensure that priorities align to voice of customer and research insights
Collaborate with stakeholders across the organization to identify and prioritize customer research needs, and to provide actionable insights to help the organization solve problems and drive customer value.
Persona development, qualitative and quantitative data analysis, development of business cases, and establishing the tracking of results and outcomes

Requisition Number
94141BR
Business Group
Lifecycle Services
Job Category
Sales, Services, and Solutions
Relocation Eligible
No
Position Type
Full Time
No. of Positions
1
Chicago - Illinois, Dallas - Texas, Mayfield Village - Ohio, Milwaukee - Wisconsin
Company Overview
Rockwell Automation, Inc. (NYSE: ROK), is a global leader in industrial automation and digital transformation. We connect the imaginations of people with the potential of technology to expand what is humanly possible, making the world more productive and more sustainable. Headquartered in Milwaukee, Wisconsin, Rockwell Automation employs approximately 23,000 problem solvers dedicated to our customers in more than 100 countries. To learn more about how we are bringing The Connected Enterprise to life across industrial enterprises, visit .
EEO Statement
Rockwell Automation is an Equal Opportunity Employer including disability and veterans.

 If you are an individual with a disability and you need assistance or reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7427.

Rockwell Automation is an Equal Opportunity Employer – Disability/Veteran.

If you are an individual with a disability and you need assistance or reasonable accommodation during the application process, email our Talent Acquisition representative at RAApplicationsupport@ra.rockwell.com
 

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