Manager, CX-Customer Experience Journey Mapping

Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28,000 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 looking for an exceptional leader to build and lead a team of Customer Experience (CX) professionals responsible for creating amazing Customer and Partner journeys and touchpoints. The ideal candidate should possess superior leadership skills, an ability to coach and develop others at their service design craft, and a desire to help navigate employees in their careers. We are looking for leaders who effectively leverage a diverse set of technical backgrounds and opinions, by fostering a team-oriented environment that practices open and direct communications, honesty and respect.

This position is within Customer Experience Center of Excellence (CoE), which is part of our Global Sales and Marketing organization.

What You Will Do

• Responsible for the development and motivation of a new highly productive Customer Experience Journey Mapping and blueprinting team that consistently designs exceptional touchpoints for our customers and partners. Experience building a service design team and hiring successfully are critical.
• Leads the creation of a new service design practice area that designs, develops, and manages a new standard customer journey mapping and blueprinting toolkit and helps facilitate global adoption.
• Works with cross-functional teams, direct and indirect reports to design, lead and summarize outcomes of customer journey mapping/blueprinting workshops. Distills post-workshop results into pragmatic activation plans ensuring positive CX impact, and business outcomes.
• Effectively teams with others through mutually supportive professional relationships, open and direct communications, honesty, and respect. Able to cope with and leverage stylistic differences and differences of opinion
• Functions as a key member of a Global Marketing CX Center of Excellence that works across all functions, operating segments, business units and geographies with a myriad of stakeholders
• Represents the CX CoE as a CX Lead for agile work streams as part of project increment (PI) release cycles
• Gives positive reinforcement and critical feedback to improve performance
• Oversees team and team practices, methods and tools with a continuous improvement mindset to improve efficiency and remove barriers
• Recruit, develop, and review, full time and contract personnel - experience building new teams critical
• Establish and maintain budgets, product development plans, schedules and procedures required to accomplish department and business objectives.
• Work with peer managers to develop, implement and continuously improve development processes, ensuring quality products delivered in a timely, predictable manner - "make Rockwell better"
• Hands-on management required and able to work across teams effectively
• Stays informed of latest CX design trends, techniques, and technologies
• Stays informed of industrial automation trends and competitive software product offerings
• Learns and understands industrial automation concepts

Basic Qualifications

• Bachelor's degree in interaction/Customer experience design, cognitive or behavioral science, human factors, computer science or a related field, or equivalent demonstrated experience and expertise.
• Legal authorization to work in the United States is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
• Ability to Travel 25%+. Travel quarterly to either our Milwaukee, WI headquarters or our Mayfield Heights, Ohio location.

Preferred Qualifications

• At least 5 years of experience Managing a CX Service Design Team is Required.
• At least 7 years of experience doing Service Design and Journey Mapping, as a Customer Experience -CX professional is Required
• Planning, facilitating, and synthesizing the results of customer journey mapping or blueprinting workshops.
• Hands-on experience using, configuring, and deploying standard tools such as TheyDo, UX Pressia, Miro, Mural, Jira Align to drive enterprise cohesion and connection of customer journeys developed across the enterprise
• Experience with geographically distributed development teams
• Experience working in Agile, SAFe, or LEAN development environments
• Exceptionally strong collaboration, communication, and presentation skills
• Understanding of CX KPI's and metrics and impact on XaaS and ARR business models

The base salary compensation range for this role in California, Colorado, New York, New Jersey & Washington State is $ 120,160.00 - $180,240.00 00.00 with an annual target bonus of 5% of base salary. Actual pay will be based on factors such as skills, knowledge, education, and experience. Our company benefits for the US can be found here.

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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.