* Role mission Support 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 Responsibilities Voice 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 documentation Customer 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 outreach Customer 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 segmentation Adoption, 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 realization Solutions & 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 ad

📌 Solutions Experience (Meliana)
🏢 Schneider Electric
📍 Meliana