Role mission Support the execution of the Voice of Customer (VoC) program and Software & Solutions Experience initiatives, with a specific focus on improvements implementation, adoption, and customer value realization across the end-to-end journey.

Ensure that customer feedback is translated into actionable insights that directly influence experience improvements.

Main Responsibilities Voice of Customer (VoC) Program Execution Support implementation of the VoC governance and operating model Coordinate VoC workflows from engagement request to insight delivery Prepare structured inputs for decision-making forums Support Customer Engagement Council logistics and documentation Customer Engagement Coordination Maintain the Engagement Registry and Research repository as the single source of truth Track customer interactions across teams and ensure alignment Support enforcement of engagement rules (frequency, prioritization) Enable coordinated, value-driven outreach Customer Insights Activation Collect and structure feedback Apply the Start / Stop / Continue framework to experience insights Ensure insights are reusable and linked to product and experience improvements Contribute to the customer intelligence framework with specific tagging and segmentation Adoption, Performance & Governance Track and analyze adoption metrics (usage, activation, retention indicators) with appropriate dashboards and support from the analytics team Support identification of experience gaps and friction points in the solutions journey Build and maintain dashboards linking customer feedback and adoption performance Contribute to measuring customer value realization Solutions & Software Experience support Support documentation of end-to-end customer journeys Help identify and track customer pains and gains throughout the entire journey Maintain and follow up on a software and solutions experience improvement backlog Support initiatives driving software adoption and customer success outcomes Feedback Loop into Solutions and Roadmaps Support translation of customer insights into actionable inputs for product and solution teams Ensure feedback is structured, prioritized and shared with relevant stakeholders Track how insights are reflected in roadmap decisions and improvements Cross-Functional Coordination Work closely with CXCT, LoBs, marketing, strategy and other relevant digital teams Support execution of cross-functional experience improvements Ensure visibility of insights impacting performance and adoption through diligent project management and management of relevant dashboards Track action plans and follow-ups Deliverables Formalized and maintained Engagement Registry and Research Repository Structured solutions-focused customer insights repository Dashboards tracking software adoption & experience KPIs Documented software journey maps and friction points Maintained software experience improvement backlog Insight summaries directly feeding product and experience decisions Experience and Qualifications: 3–7 years in customer experience, software analytics, product marketing, or digital solutions Experience with software products, SaaS, or digital platforms preferred Familiarity with customer journey mapping and marketing analytics tools Background in industrial automation or digital industry is a plus Fluent English Key Competencies Solid understanding of software experience and adoption drivers Analytical mindset with ability to connect usage data to customer insights Structured thinking and attention to detail Collaboration across product and business teams Execution-focused with ability to manage multiple inputs

📌 Solutions Experience & Voice of Customer Senior Specialist - Industrial Automation (India)
🏢 Schneider Electric
📍 India