Join us as a Customer Advocate Specialist and become the champion our customers deserve.

You'll lead our VIP Program, drive customer-centric culture change, and ensure the customer voice is heard in every important decision we make.

Mision: Ø Act as the Customer Experience advocate. Ø Drive Customer Centricity in entities. Ø Ensure the Customer Experience is measured according to the Business priorities. Ø Define and follow-up the improvement action plan and priorities with the Business stakeholders. Ø Ensure that Customer dissatisfactions are solved quickly and effectively through containment, correction and prevention steps.

Key Roles & Responsibilities: Ø Ensures that complaints are resolved effectively and without delay and that those not resolved at the entity organization level have been escalated and considered in the competent entities. Ø Drive Customer Centricity - for the entity.

Main Activties: Ø Continuously listen to the Voice of the Customer and CSLD feedback. Ø Eliminate dissatisfaction by managing and preventing customer issues. Ø Ensure a rapid, reliable process for resolving complaints. Ø Act as the plant’s “I2P Champion” and reference for the I2P process.



Ø Escalate issues to the right teams and support collaborative resolution. Ø Regularly analyse issues to identify top problems and launch prevention projects. Ø Link complaints to updates in the Robustness program (PCP, FMEA, etc.). Ø Work with other teams to contain, correct, and prevent customer problems. Ø Lead containment actions for known issues. Ø Monitor Customer Voice feedback and define action plans to boost satisfaction. Ø Handle complaints from other Schneider entities to the plant. Ø If the plant is an Expert Centre: ü Manage expert assessments from root cause validation to action effectiveness. ü Deliver Expert Assessment reports on time and at the expected quality level.

Interactions: Ø Inside my entity: Ø Outside of my entity: Key Competencies Ø C - Issue Resolution Ø C - Change Management & Implementation Methodology Ø C - Communicate Effectively Ø C - Business Acumen Ø C - Digital Acumen Ø FQ02 - Customer Experience Performance Ø FQ03 - Customer Quality Analytics Ø FQ05 - Quality Authority Ø FQ08 - Continuous Improvement Ø L03 - Influence & Convince Ø L05 - Focus on Customer Ø L06 - Foster collaboration and networking

📌 Specialist, Customer Advocate (India)
🏢 Schneider Electric
📍 India