The Rockwell Automation Service Business is excited to bring on the team a dynamic leader who will drive our digital customer experience through a large, complex, multi-year transformation that aligns with our future state business model. This role will represent the Service Business and will be the SPOC (single point of contact) to the CX (customer experience) workstream within the program and to the CX Center (Digital Marketing), representing the needs of the Service Business's Customers and Partners. The Service's Business recognizes the need for increasingly new and innovative experience delivery to address changing market needs and increasingly demanding user expectations of how we engage with companies. The team has a strategic vision to enhance our customer and partner experience across the entire customer journey and across our entire portfolio, unlocking the value for our customers via digital experience.
If you have an appreciation for customer and partner pain points and the desire to enhance and enable the customer journey this role is for you!
Key liaison between the ExO (Enterprise Transformation Office) Customer Experience Team, the Marketing CX Center and the Service Business Stakeholders (Portfolio, Delivery and Customer Success Organizations) to drive rapid deployment and seamless user experiences across all phases and touch points in the service customer journey.
Participate in journey mapping sessions and use journey mapping output as an input to build a roadmap and prioritize backlog features with the customer experience execution team to enable the envisioned customer journey.
Liaise with other customer experience leaders across the Rockwell Business to align on end-to-end personas, experience designs and priorities.
Evaluate trade-offs and support the delivery of iterative MVE's (Minimum Viable Experiences) to quickly deploy new experiences, measure results and iterate the design in alignment with the Rockwell Agile Methodology.
Participate in and understand new service offering launch timelines and align the activation of user experience needs accordingly.
Once it is time to build a capability or experience, ensure that details are taken care of, it is well tested and ready to be implemented on time. Once implemented, the job isn't done. You need to determine the success of the capability/experience by understanding how customers interact with it. This feedback gives the context and data for future iterations of the capability/experience and informs ongoing roadmaps.
Understand customer and partner personas and their digital needs and pain points to help shape and drive designs and priorities
Facilitate change management and readiness by engaging the global change management function to ensure end users are trained and aware of upcoming changes so they can be successfully adopted.
Assist IT teams to define role and persona-based security and access models within an authenticated experience
Identify target customers and facilitate end user testing and feedback sessions
Measure adoption, leverage telemetry, and drive customer/partner VOC sessions to iteratively the customer digital experience.
Define metrics to measure customer experience improvement and maturity over time
Use industry bench marking and external data to build knowledge to continually evolve, inform, and improve how we drive value to our customers and partners.
Support the enablement of monetization strategies leveraging data, analytics and insights which provide value for which a customer is willing to pay for.
Represent the Services Business and support the developing enterprise vision in regard to developing and activating a direct and indirect commerce experience for end users and partners.
Recommend alternate methods and ways of thinking to create value for customers and improve productivity
Provide day-to-day professional advice and support to stakeholders regarding the Customer Experience and how it helps drive the Service Business's Growth Strategy.
This role will require broad knowledge of the IT system capabilities involved in the ARR transformation (especially the application portfolio which supports the services business), the associated data, user experience strategy, and the Services Portfolio and growth strategy.
Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
Bachelor's Degree with a preference in Computer Science or Engineering
Typically requires 5-7 years of experience working to design, build, measure, and improve digital and product experiences and/or similar related experience working directly with end users or partners.
Experience supporting a service business a plus
Customer journey mapping expertise
Strong analytical skills with a track record of leveraging data to make business decisions
Successful transformation experience a plus
Excellent communication, presentation, and influencing capabilities
Self-motivated with a genuine desire to learn and grow our services organization
Strong time-management and multitasking skills
Ability to collaborate with internal business stakeholders, outside partners and customers and technology teams to translate commercial, strategy, customer needs, and operations issues into user experience needs and designs.
Excellent communication, presentation, and influencing capabilities, efficient in Microsoft Office products, and an ability to work with a geographically dispersed team to achieve position objectives.
Experience meeting demanding deadlines and changing priorities
Self-motivated and a genuine desire to learn new business models and products
This position is part of a job family. Experience will be the determining factor for position level and compensation.
For a candidate with the right experience, this position could sit virtually in any US location.
We are an Equal Opportunity Employer including disability and veterans.
If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7427.
Rockwell Automation is the largest company in the world dedicated to industrial automation and information. Here, we connect the imaginations of people with the potential of technology to make the world more intelligent, more connected and more productive.
From improving the production of medicines that boost human health to reducing waste in an oil and gas plant, the work we do changes how we live. We truly believe we are doing things never before possible. And we need the brightest minds to help make that happen – the makers, the forward thinkers, the problem solvers.
Join a team of more than 23,000 global employees in 100+ countries as we work together to expand human possibility.