Lead Customer Experience(pgjv) Job in Abb Ltd.

Join ABB and work in a team that is dedicated to creating a future where innovative digital technologies allow greater access to cleaner energy.

The Power Grids business delivers products, systems, service and software solutions as part of its comprehensive power & automation offering for the grid across the power value chain - serving utility, industry, transportation and infrastructure customers.
You as a Senior Specialist-Customer Experience will be part of common services team based out of Bangalore and will be responsible to implement a culture and practice of excellence throughout the entire value chain of the company to increase customer satisfaction and improve profitability within a sustainable organization.

Your responsibilities

• Providing subject matter expertise in Customer experience processes and tools (Designing survey questionnaire, Platform (Service Now or any other) to be used for rolling out survey, analyzing and close looping of feedback process etc.)
• Performing analysis on customer experience feedback (Score & Test analysis) and drive continuous improvement basis received feedback.
• Assuring appropriate standards are established and achieved within our business.
• Actively support and build robust processes in order to comply customer expectations
• Supporting actively feedback process and stablish the cycle of continuous improvement
• Leading activities to foster change that transforms our business processes, behaviors and culture to deliver sustained improvements;
• Collaborating with fellow employees to ensure that our actions reflect the highest levels of integrity, safety and responsibility to our customers and shareholders.
• Helping the functions to increase customer satisfaction and service delivery quality;
• Driving change projects improving the way we work and increasing employee satisfaction; - Help the functions to provide proactive customer experience; - Continuous improvement.

Your background

• Program-/Project Management experience
• Good understanding of the Shared Services business model (and variations)
• The ability to recognize structural issues within the organization & functional interdependencies
• The ability to apply architectural principles to business solutions
• The ability to develop business cases and high-level plans that can be used for future analysis and decision making
• Exceptional communication and engagement skills and the ability to communicate appropriately at all levels of the organization; this includes written and verbal communications as well as visualizations including communication with external parties (e.g. service providers)
• Team player able to work effectively at all levels of an organization with the ability to influence others to move toward consensus
• Strong situational analysis and decision making abilities
• Can do and problem solving attitude
• Good interpersonal, social and presentation skills, and an ability to build internal and customer working relationships quickly
• Ability to work effectively in diverse, foreign and multi-cultural environments
• Customer focused mindset
• ServiceNow usage experience is seeing as advantage