Solutions Experience & Voice of Customer Senior Specialist - Industrial Automation

• Support implementation of the VoC governance and operating model
• Coordinate VoC workflows from engagement request to insight delivery
• Prepare structured inputs for decision-making forums
• Support Customer Engagement Council logistics and documentation

• Maintain the Engagement Registry and Research repository as the single source of truth
• Track customer interactions across teams and ensure alignment
• Support enforcement of engagement rules (frequency, prioritization)
• Enable coordinated, value-driven outreach

• Collect and structure feedback
• Apply the Start / Stop / Continue framework to experience insights
• Ensure insights are reusable and linked to product and experience improvements
• Contribute to the customer intelligence framework with specific tagging and segmentation

• Track and analyze adoption metrics (usage, activation, retention indicators) with appropriate dashboards and support from the analytics team
• Support identification of experience gaps and friction points in the solutions journey
• Build and maintain dashboards linking customer feedback and adoption performance
• Contribute to measuring customer value realization

• Support documentation of end-to-end customer journeys
• Help identify and track customer pains and gains throughout the entire journey
• Maintain and follow up on a software and solutions experience improvement backlog
• Support initiatives driving software adoption and customer success outcomes

• Support translation of customer insights into actionable inputs for product and solution teams
• Ensure feedback is structured, prioritized and shared with relevant stakeholders
• Track how insights are reflected in roadmap decisions and improvements

• Work closely with CXCT, LoBs, marketing, strategy and other relevant digital teams
• Support execution of cross-functional experience improvements
• Ensure visibility of insights impacting performance and adoption through diligent project management and management of relevant dashboards
• Track action plans and follow-ups

• Formalized and maintained Engagement Registry and Research Repository
• Structured solutions-focused customer insights repository
• Dashboards tracking software adoption & experience KPIs
• Documented software journey maps and friction points
• Maintained software experience improvement backlog
• Insight summaries directly feeding product and experience decisions

Experience and Qualifications:

• 3-7 years in customer experience, software analytics, product marketing, or digital solutions
• Experience with software products, SaaS, or digital platforms preferred
• Familiarity with customer journey mapping and marketing analytics tools
• Background in industrial automation or digital industry is a plus
• Fluent English

Key Competencies

• Strong understanding of software experience and adoption drivers
• Analytical mindset with ability to connect usage data to customer insights
• Structured thinking and attention to detail
• Collaboration across product and business teams
• Execution-focused with ability to manage multiple inputs

• Lead high-impact programs that directly improve customer satisfaction and loyalty
• Work in a role where your advocacy shapes business strategy and culture
• Collaborate with passionate teams committed to delivering exceptional experiences
• Grow your career through leadership opportunities and strategic project ownership

Bring your passion for customers to a team that's ready to listen - apply today!

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