Digital Customer Experience Adoption Leader

Position Overview

Digital Customer Experience Adoption Leader (NAM). The role is hybrid (2-3 days in-person per week) based in our US Hub locations.

The Customer Experience & Commercial Transformation (CXCT) organization is dedicated to accelerating profitable growth through best‑in‑class customer experience and overall commercial transformation. The organization focuses on delivering best experience for all customer types, value‑driven pricing, powerful sales force tools, strategic partnerships with global distributors, and systematic channel saturation through mutualization of efforts.

The Digital Customer Experience Adoption Leader serves as the primary link between domains in the global CXCT organization and NAM Zone/Country operations teams, ensuring the successful deployment, adoption, and scaling of digital customer experience and journey initiatives.

• Act as primary interface between multiple domains of CXCT & NAM Zone/Country organizations to align on priorities, roadmaps, and KPIs.
• Lead 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 appropriate destinations for action.
• Define and execute adoption strategies and activation plans for 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 via digital solutions and drive continuous improvement using performance data and insights.
• 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 local and global levels.

• Minimum 6+ years 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.
• Strong understanding of digital customer journeys, customer experience frameworks, and digital go‑to‑market models.
• Experience leading change management and influencing 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 the US hubs:
  Boston, Andover, Foxboro MA;
  Raleigh, NC;
  Nashville, TN;
  Dallas, TX;
  Chicago, IL.

USD 117,600 – USD 176,400 per year, including base pay and short‑term incentives. The compensation range applies to candidates located within the United States.

• Medical, dental, vision, and basic life insurance; flexible work arrangements; paid family leaves; well‑being programs; 12 holidays per year; 15 days of paid time off per year.
• Competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.
• Support for career development: performance discussions, global opportunities, career hub, learning platforms.
• Inclusive workplace with collaboration, recognition, and shared voice.
• Community support: volunteer leave, foundation programs, youth education initiatives, military leave benefits.

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting 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 or conduct.