- Role missionSupport the execution of the Voice of Customer (VoC) program and Software & Solutions Experience initiatives, with a specific focus on improvements implementation, adoption, and customer value realization across the end-to-end journey.Ensure that customer feedback is translated into actionable insights that directly influence experience improvements.Main ResponsibilitiesVoice of Customer (VoC) Program Execution- 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 documentationCustomer Engagement Coordination- 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 outreachCustomer Insights Activation- 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 segmentationAdoption, Performance & Governance- 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 realizationSolutions & Software Experience support- 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

📌 Solutions Experience (Valencia)
🏢 Schneider Electric
📍 Valencia