Digital Customer Experience Adoption Leader

Role Summary

Digital Customer Experience Adoption Leader (NAM) – Hybrid (2‑3 days in‑person per week). This role leads the deployment and adoption of digital customer experience initiatives across North American markets, ensuring alignment between the global CXCT organization and NAM operations.

• Boston, MA
• Andover, MA
• Foxboro, MA
• Raleigh, NC
• Nashville, TN
• Dallas, TX
• Chicago, IL

• Act as the primary interface between multiple domains of CXCT & NAM Zone/Country organizations to align on priorities, roadmaps, and KPIs.
• Lead the deployment and adoption of Digital Customer Experience and Journey initiatives across NAM markets, including virtual agents, digital engagement solutions, and downstream processes such as ensuring the right leads reach their appropriate destination for action (sales queries, customer support queries).
• Define and execute adoption strategies and activation plans to ensure successful implementation of tools, platforms, and digital customer journeys.
• Assess local operational capabilities, digital maturity, and customer experience gaps based on market‑specific insights.
• Identify opportunities to enhance customer experience through digital solutions and drive continuous improvement using performance data and insights, ensuring new technologies enhance effectiveness of internal processes.
• Establish and track adoption KPIs, ensuring clear governance, reporting, and visibility on performance and impact.
• Coordinate with global domain experts to validate business cases, success criteria, and deployment strategies.
• Ensure alignment ("handshake") between NAM Operations and global teams on progress, adoption performance, and continuous improvement initiatives.
• Develop appropriate cadences to drive progress and action at various levels including local, global and both.

• Minimum 6+ years of experience in digital transformation, customer experience, digital tools, commercial operations, or related roles, with a strong track record of driving adoption and business impact.
• Project management and program management skills are essential.
• Strong understanding of digital customer journeys, customer experience frameworks, and digital go‑to‑market models.
• Demonstrated ability to lead change management and influence stakeholders in a matrix organization.
• Strong communication, stakeholder management, and cross‑functional collaboration skills.
• Ability to translate global strategies into local execution plans based on market realities.
• Familiarity with the electrical distribution industry and B2B digital ecosystems is a plus.
• Currently local to one of our US Hubs (Boston, MA; Andover, MA; Foxboro, MA; Raleigh, NC; Nashville, TN; Dallas, TX; Chicago, IL).

For this U.S.based position, the expected pay range is USD
117,600-USD
176,400 per year. This range includes base pay and short‑term incentives and applies to candidates located within the United States.

• Medical, dental, vision, and basic life insurance.
• Benefit Bucks.
• Flexible work arrangements.
• Paid family leave.
• Well‑being programs.
• 12 holidays per year and 15 days of paid time off per year.
• Company share ownership, 401(k) with match, and other financial benefits.
• Global career development opportunities, including access to learning platforms such as Coursera.

Equal Opportunity Employer. Schneider Electric is an Equal Opportunity Employer. We are committed to providing equal employment and advancement opportunities to all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic.