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
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📌 Solutions Experience (Valencia)
🏢 Schneider Electric
📍 Valencia