Customer Experience

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Diese Position untersteht:
Business Manager - Commercial&Operations

**Key responsibilities**

In this role, you will be the driving force behind delivering a best-in-class customer experience for ABB Robotics across the DACH region. You will work closely with Sales, Operations, and local leadership to champion the voice of the customer, identify areas for improvement, and implement impactful solutions. By combining your passion for customer-centric thinking with your expertise in process and performance management, you will shape how our customers experience ABB - today and in the future.

The work model for the role is: Hybrid #LI-Hybrid

This role is contributing to the DACH Cluster Industries - Robotics Business Line in Germany, Austria, and Switzerland. Main stakeholders are Sales teams and Operations teams, as well as.

You will be mainly accountable for:

- Owns the overall customer experience for all touch points along the different customer journeys of various customer types.
- Supports the deployment of strategy and objectives for continuously improving the experience customers have with ABB Robotics at a local organizational level.
- Promotes the voice of the customer at the local unit and ensures that risks, problems, and solutions are evaluated from a customer point of view.
- Supports the local organization by creating training material and delivering trainings on CX and process management system-related content.
- Promotes a systematic fact-based approach to identify and evaluate opportunities for future improvement.
- Facilitates significant improvements that directly or indirectly impact the customer experience in collaboration with local leadership and teams.
- Tracks programs, initiatives, projects, and Key Performance Indicators (KPIs) to demonstrate progress and value, enabling decision-makers to allocate resources and recognize success.
- Supports the local teams in implementing and maintaining an operational approach and process management system, continuously evaluating its effectiveness.

You will join a collaborative, driven, and forward-thinking team, where you will be able to thrive.

**Qualifications for the role**
- You have an extremely high level of customer focus and ability to collaborate with cross-functional teams, and you are excited about working in the industrial automation sector.
- You have 5+ years of experience in customer experience management, continuous improvement roles, or similar fields - ideally in an international, matrix-driven B2B environment.
- You possess knowledge of CRM systems (preferably Salesforce) and Customer Experience Management platforms, as well as business process management platforms, and performance tracking tools.
- You are passionate about data-informed decision-making, and you are innovative around strategic planning and stakeholder collaboration.
- You know how to work with different types of teams and individuals without direct managerial authority, and carry with you the ability to coach, develop, and motivate people.
- You are captivated by cross-functional collaboration and have strong communication, project management, and prioritization skills.
- Degree in Marketing, Business Administration, Quality Management, Process Management or a comparable field.
- You are at ease communicating in English and German (written and spoken).

**Benefits**
- Company Car
- Employee Assistance Program
- Accident Insurance
- Paid Parental Leave (gender neutral)
- Employee Share Acquisition Plan

ABB AG

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