Customer experience manager Jobs in Oberursel (Taunus)

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This Position reports to :

Business Manager - Commercial&Operations

Key responsibilities

In this role, you will be the driving force behind delivering a best-in-class customer experience for ABB Robotics across the DACH region. You will work closely with Sales, Operations, and local leadership to champion the voice of the customer, identify areas for improvement, and implement impactful solutions. By combining your passion for customer-centric thinking with your expertise in process and performance management, you will shape how our customers experience ABB - today and in the future.

The work model for the role is : Hybrid #LI-Hybrid

This role is contributing to the DACH Cluster Industries - Robotics Business Line in Germany, Austria, and Switzerland. Main stakeholders are Sales teams and Operations teams as well as Marketing teams.

We are recruiting for this position across Germany, Switzerland, and Austria. All locations are treated equally in the selection process, and the candidate's place of residence will not impact the hiring decision.

You will be mainly accountable for :

• Owns the overall customer experience for all touch points along the different customer journeys of various customer types.
• Supports the deployment of strategy and objectives for continuously improving the experience customers have with ABB Robotics at a local organizational level.
• Promotes the voice of the customer at the local unit and ensures that risks, problems, and solutions are evaluated from a customer point of view.
• Supports the local organization by creating training material and delivering trainings on CX and process management system-related content.
• Promotes a systematic fact-based approach to identify and evaluate opportunities for future improvement.
• Facilitates significant improvements that directly or indirectly impact the customer experience in collaboration with local leadership and teams.
• Tracks programs, initiatives, projects, and Key Performance Indicators (KPIs) to demonstrate progress and value, enabling decision-makers to allocate resources and recognize success.
• Supports the local teams in implementing and maintaining an operational approach and process management system, continuously evaluating its effectiveness.
• Continuously drives waste elimination and productivity improvements.

You will join a collaborative, driven, and forward-thinking team, where you will be able to thrive.

Qualifications for the role

Benefits

Interested in joining our team? We are looking forward to receiving your complete application through our online tool. In the case of equal suitability, people with severe disabilities and their equals are given preference.

ABB AG

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We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.