The Digitization and CI Leader at Schneider Electric USA, Inc in Boston, Massachusetts

Job Description:

It's all about the Customer! Schneider Electric Customers are changing a lot. They are becoming more digital, they want a very selective and personalized experience, and they are using multiple channels to interact with Schneider Electric. They are becoming more B2C. The Digitization and CI Leader drives a digital culture and adoption of key digital elements of our customers' experience . Moreover, in their capacity as the CI (Continuous Improvement) leader, they are tasked with instilling a culture of continuous improvement and delivering tangible results with a team of CI and workforce management (WFM) analysts.

What will you do?

• Enhance digital engagement and self-service adoption by collaborating with cross-functional teams, while monitoring and sharing analysis and progress.


• Monitor and respond to customer feedback on digital support across APC, SE.com in NAM, and advocate for necessary changes to improve the customer experience.


• Promote cross-collaboration within the CCC for digital initiatives and drive continuous improvement.


• Oversee the implementation and adoption of WFM practices, methodologies, and new technologies to optimize the CCC.


• Research and recommend options and opportunities in technical expertise, including system development tools, design, purchase, deployment, maintenance, and evolution.


• Cultivate and maintain strong relationships with project stakeholders, manage expectations, and build trust across various functions.


• Coach and mentor, a team of CI and WFM experts.

• 7+ years of business experience, with 3-5 years in customer support/experience.


• Bachelor's degree in a related field; MBA or master's degree is a plus.


• Highly motivated, proactive, and customer-driven individual with strong interpersonal and leadership skills.


• Ability to collect, analyze, lead, and present data and information to all levels.


• Able to rally and motivate the organization to share in the vision for superior CX.


• Experience in managing a matrix environment and delivering business solutions.


• Excellent planning, program management, and communication skills.

• You will have the opportunity to develop and refine your technical and leadership skills as you gain and apply your knowledge with the goal of simultaneously advancing your personal brand and the Schneider Electric brand in the marketplace.


• Schneider Electric also offers a comprehensive benefits package to support our employees, inclusive of flexible work arrangements, paid family leaves, 401(k) + match, well-being programs, holidays & paid time off, military leave benefits, and more.


• The individual in this role, a technical entrepreneur, is passionate about leveraging technology to enhance the digital customer experience through improvements to self-service tools, websites, and assisted support technology like chat. Additionally, the Digitization and CI Leader prioritizes the voice of the customer to drive enhancements and efficiency within NAM CCC teams and customers. The chosen candidate will also spearhead CI efforts to improve NAM CCC operations and optimize the workforce while overseeing the expansion of a global transformation project to the NAM operations. This role will also establish a CI financial target and collaborate with CCC directors to execute it annually.

• This role reports to the leader of the Digital Customer Transformation Team in North America and involves collaborating with cross-functional teams to drive digital transformation that directly impacts our customers and the NAM customer care organization (CCC).

The ideal candidate will demonstrate a strong understanding of experience drivers, channels, and customer journeys, along with excellent communication skills to effectively convey business needs and drive changes to address those needs. Operating across a matrix of global and local Digital Customer Experience and Care Center Teams, as well as leaders across different businesses, the Digitization & CI Leader must build positive partnerships, work collaboratively, and exhibit strong problem-solving skills.

Let us learn about you! Apply today.

You must submit an online application to be considered for any position with us. This position will be posted until filled.

Why us?

At Schneider Electric we're committed to creating a workplace that gives you not just a job but a meaningful purpose in joining our mission to bring energy and efficiency to enable life, progress and sustainability for all.

We believe in e mpowering our team members to reach their full potential, fostering a sense of ownership in their work.

We embrace inclusion as a fundamental value, ensuring that every voice is heard and valued. We value differences, and welcome people from all walks of life. We believe in equal opportunities for everyone, everywhere.

If you want to be part of a company where your contributions truly matter, where you are empowered to make a difference and where inclusivity is valued, we would love to hear from you.

Discover your M eaningful, Inclusive and Empowered career at Schneider Electric.

€34.2bn global revenue
+12% organic growth
135 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations

You must submit an online application to be considered for any position with us. This position will be posted until filled

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best.

We mirror the diversity of the communities in which we operate and we 'embrace different' as one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. This extends to our Candidates and is embedded in our Hiring Practices.

You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy here

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.It's all about the Customer! Schneider Electric Customers are changing a lot. They are becoming more digital, they want a very selective and personalized experience, and they are using multiple channels to interact with Schneider Electric. They are becoming more B2C. The Digitization and CI Leader drives a digital culture and adoption of key digital elements of our customers' experience . Moreover, in their capacity as the CI (Continuous Improvement) leader, they are tasked with instilling a culture of continuous improvement and delivering tangible results with a team of CI and workforce management (WFM) analysts.

What will you do?

• Enhance digital engagement and self-service adoption by collaborating with cross-functional teams, while monitoring and sharing analysis and progress.


• Monitor and respond to customer feedback on digital support across APC, SE.com in NAM, and advocate for necessary changes to improve the customer experience.


• Promote cross-collaboration within the CCC for digital initiatives and drive continuous improvement.


• Oversee the implementation and adoption of WFM practices, methodologies, and new technologies to optimize the CCC.


• Research and recommend options and opportunities in technical expertise, including system development tools, design, purchase, deployment, maintenance, and evolution.


• Cultivate and maintain strong relationships with project stakeholders, manage expectations, and build trust across various functions.


• Coach and mentor, a team of CI and WFM experts.

• 7+ years of business experience, with 3-5 years in customer support/experience.


• Bachelor's degree in a related field; MBA or master's degree is a plus.


• Highly motivated, proactive, and customer-driven individual with strong interpersonal and leadership skills.


• Ability to collect, analyze, lead, and present data and information to all levels.


• Able to rally and motivate the organization to share in the vision for superior CX.


• Experience in managing a matrix environment and delivering business solutions.


• Excellent planning, program management, and communication skills.

• You will have the opportunity to develop and refine your technical and leadership skills as you gain and apply your knowledge with the goal of simultaneously advancing your personal brand and the Schneider Electric brand in the marketplace.


• Schneider Electric also offers a comprehensive benefits package to support our employees, inclusive of flexible work arrangements, paid family leaves, 401(k) + match, well-being programs, holidays & paid time off, military leave benefits, and more.


• The individual in this role, a technical entrepreneur, is passionate about leveraging technology to enhance the digital customer experience through improvements to self-service tools, websites, and assisted support technology like chat. Additionally, the Digitization and CI Leader prioritizes the voice of the customer to drive enhancements and efficiency within NAM CCC teams and customers. The chosen candidate will also spearhead CI efforts to improve NAM CCC operations and optimize the workforce while overseeing the expansion of a global transformation project to the NAM operations. This role will also establish a CI financial target and collaborate with CCC directors to execute it annually.

• This role reports to the leader of the Digital Customer Transformation Team in North America and involves collaborating with cross-functional teams to drive digital transformation that directly impacts our customers and the NAM customer care organization (CCC).