Solutions Experience & Voice of Customer Senior Specialist - Industrial Automation

• Role mission

  
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  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 xcskxlj 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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