Atlas Copco North America LLC Looking for Global Customer Experience Manager (f/m/d) at Export, PA  Full Time

Passionate people create exceptional things

Did you know that the solutions we develop are a key part of most industries? Electronics, medical research, renewable energy, food production, infrastructure and many more.

Were everywhere! Working with us means working with the latest technologies and groundbreaking, sustainable innovations. With our inclusive and caring environment, you get the support and inspiration you need to grow.

Here, your ideas are embraced, and you never stop learning. Interested in being part of our team?

Join us on our journey for a better tomorrow.

As Global Customer Experience Manager you are driving change by coaching and enabling Customer Centres, Product Companies and Service Technology Centers globally to adopt a data-driven approach for their interactions with customers. This is to help the Vacuum Technique Business Area to achieve our goals of Embedding customer centricity into everything that we do and deliver customer experience excellence as a driver for growth and differentiation.

• You will be responsible for growing and advancing our Customer Feedback programs including, NPS, CSTAT as well as the use of new tools to gather feedback along the entire customer journey across all channels. You will also partner with the rest of the Customer Experience (CX) team to deliver CX culture building programs such as education track, competitions, bright spot analysis, customer journeying etc.

• CX Implementation – You own and are accountable for the global deployment of strategic Customer Experience (CX) programs to drive global adoption of (a) Customer Satisfaction Program (b) NPS, (c) Brand Health Index and more
• CX Champions – You coach and influence regional stakeholders and certified cross functional CX certified team members on how they can best contribute to global CX initiatives and raise local feedback and expertise toward improving our overall CX
• Change Management – You develop and implement efficient change management strategies and learning approaches to ensure successful adoption and transfer of ownership and governance to region
• Best Practices – You create and communicate a shared vision of customer success across all regions, as well as a cohesive and meaningful business approach to data and its value for customers and employees.

To succeed in this role, you’ll need

• You have minimum a Bachelors Degree in Business or Engineering or a related field.
• You have relevant professional work experience of 5+ years.
• You have extensive experience of working with customers and are able to operate at senior management level to drive successful change
• You have experience working with CX feedback programs, ie. Qualtrics, Falcon, Kustomer, Hubspot etc.
• You have strong Program / Project Management skills to run multiple projects simultaneously and have Change Management competencies and experiences.
• You preferably have experience of operating internationally and have excellent English language skills.
• You are a team player and are curious to develop existing processes as “there is always a better way”.
• You have excellent English language skills.

In return, we offer you

• Become part of our dynamic, curious, and international culture with room for your ideas and creativity in an atmosphere focused on collaboration.
• We believe in driving a learning culture. We offer industry-leading learning and development opportunities through our digital learning platform.
• We believe that well being is important for us all and that our shared success as a team will be measured by long-term, sustainable performance and not just tomorrow’s results.
• We love to celebrate our results and achievements as a team. At the same time, we are comfortable challenging each other, ensuring we have the broadest set of opinions shared openly within the team.
• We offer retirement benefits, health insurance, paid leave and more.

Your Location

We are a global team that works in a hybrid model, with locations in the Belgium, India, Czech Republic, Germany and UK. So we are flexible, with your location. #Li-hybrid You will report to the VP Customer Experience.

About us – Scientific Vacuum Division

Scientific Vacuum is a Division of Atlas Copco, part of the Vacuum Technique Business Area. We develop, manufacture and markets vacuum pumps, vacuum equipment, and vacuum systems. Our products and solutions help scientists around the world improve our lives every day in universities, national and corporate R&D labs and of course multiple large & global as well as small & local customers. This defines our purpose and why we love what we do.

Diverse by nature and inclusive by choice
Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.