The Customer Experience Business Partner (CXBP) acts as the voice of the customer and a customer experience champion for one or more Business Units, depending on their size and complexity.

The role ensures that the BU keeps customer-centricity at the centre of all decisions (#CustomerFirst) and drives systematic improvements in customer experience across the value chain.

KEY RESPONSIBILITIES:

Serve as the advocate and conscience keeper for the BU Head and teams to prioritize customer expectations.

Drive resolution of major customer pain points across quality, delivery, service, and other critical touchpoints.

Act as the pivot connecting BU

Ensure customer protection through effective leadership of recalls, containment, and systemic corrective actions.

Lead improvement of commercial processes across Order-to-Delivery and Order-to-Execution cycles.

Conduct proactive and reactive customer visits to identify hot points and enable structured action planning.

Proactive external stakeholder management with customers, distributors/ channel partners, vendors/ service partners and others.



Champion actions from Customer Voice surveys and BU-specific customer insights.

Promote and embed Customer First culture and Quality mindset within the BU.

Support BUs in handling customer issues across product/solutions/services

Lead I2P process, issue resolution, and follow-up on global actions including containment & recalls

Customer Voice analysis and driving action plans

Drive LOB quality improvement actions

Lead commercial process improvement initiatives for customer experience

Promote Customer First culture within front-office teams

Bachelors / masters in electrical / Electronics / Energy Engineering, Knowledge of communication protocols (Modbus, TCP/IP, IEC61850, etc.)

Experience with BMS / SCADA / Power Monitoring Systems and Relays Problem-solving tools & general management

Customer oriented mindset, effective communication, influencing, interpersonal skills, robust team player, networking skills

📌 Cxbp Gurugram
🏢 Schneider Electric
📍 Gurugram