- 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 adoption and customer success outcomes

Feedback Loop into Solutions and Roadmaps

- 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

Cross-Functional Coordination

- 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

Deliverables

- 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

📌 Solutions Experience (Meliana)
🏢 Schneider Electric
📍 Meliana