Schneider Electric is a global leader in energy management and automation. We deliver innovative solutions that help customers maximise efficiency, reliability, and sustainability. With a presence in more than 100 countries, we are committed to driving digital transformation and creating a better future through technology, collaboration, and customer first thinking.
We have an exciting opportunity for Customer Experience Business Partner to join our Customer Experience team.
Our team's mission is to be the Customer's first advocate & connect our teams to provide simplified seamless experience. Through innovation and digitisation, you will play an integral part as a change agent toward continuous improvement.
Based in Sydney, this role will report to the Customer Experience Director – Pacific Zone. You'll be responsible to lead the End-to-End Customer Satisfaction & Quality function of customer experience from order receipt to final delivery.
Drive the use of CJM (Customer Journey Mapping), CPC (Customer Process Capabilities), and Lean Six Sigma to enhance and streamline the customer experience.
Responsibilities
* Champion of customer centricity and partner with business/commercial Vice Presidents
* Bring the customer voice to the business and be the advocate for customers within the various businesses
* Drive structured continuous Improvement/customer journey mapping to remove customer pain points and accelerate customer satisfaction
* Drive collaborative supply chain initiatives with the business and customers to tailor our supply chain to gain commercial market share.
* Benchmark, identify & capitalize on best practices in quality, service models and customer experience
* Lead the deployment of tailored delivery capabilities within the respective business, maximizing the Customer Process Capabilities
Ideal Candidate
* Undergraduate degree in Supply Chain, Engineering, Commerce or similar.
* Experience of at least 8 years in customer experience and quality
* You're innovative and strategic, focused on finding opportunities for continuous improvement
* You're customer-obsessed, going above and beyond to deliver extraordinary results
* Skilled in E2E Customer Experience Service Models
* Sound experience in industrial/logistics/quality/continuous improvement
* Use Lean Six Sigma and digital tools to address customer pain points and enhance the experience across all touchpoints.
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