Digital Customer Experience Adoption Leader

Schneider Electric has a new opportunity for a Digital Customer Experience Adoption Leader (NAM). This role is Hybrid (2-3 days in-person per week) based in our US Hub locations. The Customer Experience & Commercial Transformation (CXCT) organization is dedicated to accelerating profitable growth through best‑in‑class customer experience and overall commercial transformation. Best experience for all our customer types, offline & online Value-driven pricing and consistent commercial policy Best sales force in the industry, equipped with the best tools. Strategic partnerships with our Global Distributors Systematic channel saturation by mutualization of efforts across SE Role Mission The Digital Customer Experience Adoption Leader serves as the primary link between associated domains in global CXCT organization and NAM Zone/Country operations teams, ensuring the successful deployment, adoption, and scaling of Digital Customer Experience and Journey initiatives. Main Responsibilities Act as the primary interface between multiple domains of CXCT & NAM Zone/Country organizations to align on priorities, roadmaps, and KPIs Lead the deployment and adoption of Digital Customer Experience and Journey initiatives across NAM markets, including virtual agents, digital engagement solutions and their downstream processes such as ensuring the right leads reach their appropriate destination for action, e.g. sales queries, customer support queries Define and execute adoption strategies and activation plans to ensure successful implementation of tools, platforms, and digital customer journeys Assess local operational capabilities, digital maturity, and customer experience gaps based on market-specific insights Identify opportunities to enhance customer experience through digital solutions and drive continuous improvement using performance data and insights. This will also entail understanding of current internal processes and ensuring new technologies enhance the effectiveness of the processes. Establish and track adoption KPIs, ensuring clear governance, reporting, and visibility on performance and impact Coordinate with global domain experts to validate business cases, success criteria, and deployment strategies Ensure alignment (“handshake”) between NAM Operations and global teams on progress, adoption performance, and continuous improvement initiatives Develop appropriate cadences to drive progress and action at various levels including local, global and both Skills, Experience & Competencies Minimum 6+ years of experience in digital transformation, customer experience, digital tools, commercial operations, or related roles, with a strong track record of driving adoption and business impact. Project management and Program Management skills are an essential part of being successful in this role. Strong understanding of digital customer journeys, customer experience frameworks, and digital go-to-market models. Demonstrated ability to lead change management and influence stakeholders in a matrix organization. Strong communication, stakeholder management, and cross-functional collaboration skills. Ability to translate global strategies into local execution plans based on market realities. Familiarity with the electrical distribution industry and B2B digital ecosystems is a plus. Currently local to one of our US Hubs (Boston, Andover, Foxboro MA; Raleigh, NC; Nashville, TN; Dallas, TX; Chicago, IL) Compensation and Benefits For this U.S. based position, the expected pay range is USD 117,600 – USD 176,400 per year. This pay range includes base pay and short-term incentives. Care for Yourself and Your Family. We ensure you feel secure with benefits that help you and your family thrive: medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs, 12 holidays per year, and 15 days of paid time off per year. Invest and Plan Your Future. We help you plan and invest for the future with competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match. Grow Your Skills and Career. We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera. Team Up in the Workplace. We encourage collaboration, recognition, sharing your voice, and an inclusive workplace. Support Your Community. We make a difference through volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits. Equal Opportunity Employer Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct. #J-18808-Ljbffr Schneider Electric