Digital Customer Experience Leader – Spare Parts
As part of Digital Customer Experience team of Process Digitization & Standardization Chapter in Services LoB organization, DCX Leader will be accountable for designing E2E, consistent and seamless experience across digital touchpoints for our customers buying Spare Parts.
Reporting directly to Head of Digital Customer Experience for Services LoB, the DCX Leader will define, develop and get implemented a roadmap that accelerates the digitization of Service offers, drives customer loyalty, improves customer satisfaction, enhances operational efficiency and enables growth.
Responsibilities
1. Design E2E Digital customer experience for Spare Parts across touch points
· Lead the digital customer experience strategy in partnership with the League Leaders
· Provide global guidance, framework and expertise to the Hub DCX Leaders to analyses current journey and optimize across Digital platforms
· Lead initiatives to develop a deep understanding of our customers' needs - Validate the digital journey maps through strong collaboration with Hub DCX leaders
· Prioritize opportunities for enhancements based on business impact and enrich the backlog through continuous customer feedback analysis (including Customer Voice)
· Build and manage the associated portfolio for DCX priorities for Spare parts League
2. Lead the implementation roadmap of the Digital Customer Experience
· Own the implementation of the portfolio across digital touchpoints and platforms, in close collaboration with partnering entities (SE Digital, CX/CT, UX/UI team, ESXP, E2E DCR, etc.),
· Work with the Digital platform/product owners to ensure timely and high-quality delivery management.
· Seek for customer feedbacks within development cycle, and up to successful testing; piloting and implementation at scale - Participate in UATs and sign-off processes
3. Manage evolution, implementation, and adoption for One Spare Parts Catalogue
· Lead One Spare Parts Program ensuring alignment with organizational goals and objectives.
o Develop and manage project plans, timelines, and budgets. Coordinate with cross-functional teams to ensure timely delivery of program milestones.
o Generate regular reports on program progress, key metrics, and performance indicators .
· Identify and prioritize users needs and requirements from Leagues and Hubs, validate the user journey
· Own the implementation thru external vendor.
o Design functional solutions that meet business requirements, incorporating feedback from user.
o Appoint and manage external development teams
o Maintain documents detailing product features and specifications
· Deployment & adoption
o Drive adoption and animate community of users, facilitating communication, collaboration, knowledge sharing and best practices sessions
o Conduct training sessions for users to ensure effective use of the tool.
o Gather feedback from users to continuously improve tools as well as training and support materials
o Support already deployed users
· Ensure product performance monitoring
o Develop and monitor key performance indicators related to product deployment, adoption, and usage.
o Analyze data to provide insights that drive product improvements and strategic decisions
4. Boost adoption of Digital touchpoints
· Communicate with Leagues, Hubs and Commercial to drive awareness and adoption of new tools and features
· Collaborate with Commercial category managers to ensure country teams are equipped to smoothy deploy to their customers, and after deployment, drive awareness and adoption
· Collaborate with Marketing Communication to boost awareness and adoption of Digital touchpoints with customers by developing engaging brochures, videos, blogs etc.
5. Monitor impact & performance
· Define relevant performance measurement framework (web traffic, Digital NSS, Select offer NSS, mySchneider NSS, customer engagement, self-service rate, influenced revenue). Monitor, provide updates, develop and lead action plans to improve & maximize the value of Digitization
· Review customer feedback to identify address issues and develop Hub specific action plan for improvement