Customer Journey Specialist

Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 25,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that's you we would love to have you join us!

Job Description

Rockwell Automation is doing things never before possible. We connect the imaginations of people with the potential of technology to make the world more intelligent, more connected, and more productive.

We help the world work better and people work smarter and are looking for bright minds to make that happen. The makers, the forward thinkers, the problem solvers. That's where you come in.

As the Customer Journey Specialist, you will be responsible for developing and implementing strategies that enhance the customer experience enablement across all touchpoints. This includes developing and optimizing a common process used across the software businesses to develop customer journey maps that can be applied to both new and existing offerings. The ideal candidate should have excellent communication and leadership skills, with a passion for creating memorable experiences for our customers.

When you join our Business Transformation team you become part of a diverse team that believes in knowledge sharing and collaboration and that is committed to using continuous improvement methods, skills, and tools.

What you will be doing:

• Develop and optimize a common process used across the software businesses to develop customer journey maps that can be applied to both new and existing offerings.
• Drive cross functional alignment across the organization to support the required work to bring customer journeys to life.
• Lead and provide guidance to teams making decisions and driving projects that impact LAER on behalf of the business, understanding the implications of the decisions being made and the work that needs to be completed.
• Identify metrics used to gauge and improve customer experience throughout the customer lifecycle, incorporating critical moments identified in the customer journey.
• Engage cross-functionally to deliver a roadmap that identifies critical moments in a customer experience that require engagement from Rockwell Automation. This includes identifying scenarios, triggering a response, crafting messages and creating content.
• Act as the subject matter expert to guide the cross-functional team, including the customer experience team, product managers, marketing, customer success, and enterprise transformation office, in delivering exceptional customer journeys throughout the software lifecycle.
• Analyze customer feedback and data to identify areas of improvement in the customer experience and use these insights to continually improve customer journeys.
• Work with cross-functional teams to design and implement customer-centric solutions that meet the needs of customers and drive business value.
• Collaborate with marketing and sales teams to ensure a seamless customer experience across all touchpoints.
• Keep up-to-date with industry trends and emerging technologies to identify new opportunities and tools for improving the customer experience.

Who we are looking for:

• You embrace our culture of integrity, diversity, and inclusion, compare ourselves to the best alternatives, increase the speed of decision making, and have a steady stream of fresh ideas.
• You are process oriented, detailed, and develop relationships with key stakeholders.
• You have experience developing customer journey maps and identifying critical moments in the customer experience.
• You have experience identifying metrics used to gauge and improve customer experience throughout the customer lifecycle.
• You have strong leadership skills and the ability to provide guidance to teams making decisions and driving projects on behalf of the business.
• You have excellent communication and collaboration skills and the ability to engage cross-functional resources ly to deliver a roadmap that identifies critical moments in a customer experience that require engagement from Rockwell Automation.
• You are a problem solver and can drive improvements leveraging data.
• You can work collaboratively with cross-functional teams, including the customer experience team, product managers, marketing, customer success, and enterprise transformation office.

Basic Qualifications:

• Bachelor's degree in Marketing, Business Administration, or related field.
• 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.

Preferred Qualifications:

• Typically requires a minimum of 8 years of experience in a customer experience or customer service role, with experience in structuring and developing customer journeys and critical moment identification throughout the customer lifecycle.
• Strong leadership and communication skills.
• Excellent analytical and problem-solving skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• You are adaptable and can identify the urgency of tasks, re-prioritizing accordingly.
• Experience with customer experience metrics and data analysis. Experience with customer experience software and tools.
• A passion for delivering exceptional customer experiences.
• This position can be performed from any remote location in the United States
• The base salary compensation range for this role is $122,880- $184,320 USD Annual with an annual target bonus of 8% of base salary. Our company benefits can be found at raquickfind.com

*This position is part of a job family. Experience will be the determining factor for position level and compensation.

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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) 404-7247.