Customer Experience Manager

Me ABB:llä autamme teollisuutta toimimaan kevyemmin ja puhtaammin - ja jokainen työntekijämme on mukana mahdollistamassa sitä. Tarjoamme sinulle mahdollisuuden näyttää tietä, tuemme sinua kasvussa ja voit olla ylpeä vaikutuksesta, jota luomme yhdessä. Liity meihin ja auta pyörittämään voimia, jotka pyörittävät maailmaa.

Tämä positio raportoi:

Marketing & Sales Manager, Export

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Mission

As Customer Experience Manager in our local Distribution Solutions division, you will be the voice of the customer and a catalyst for continuous improvement. You'll partner with Sales, Marketing, Service, Supply Chain, Product Management, R&D and Quality to design seamless journeys, close the loop on feedback, and enable our teams to deliver consistently excellent experiences that translate into growth and customer retention.

Your responsibilities

Own the CX strategy: Based on our Customer Experience vision, work on the strategy and implementation across different functions and teams to ensure that everyone is aligned to serve our customers in the best possible way

Lead Voice‑of‑Customer (VoC): Run surveys, interviews, and win/loss analysis; synthesize insights and drive cross‑functional corrective actions with clear owners and deadlines

Journey mapping & process design: Map current/future‑state journeys, remove friction, and standardize best practices (SLA/OLA definitions, handover criteria, playbooks)

Close‑the‑loop at scale: Implement triggers for proactive outreach and service recovery; track resolution speed, quality, and customer sentiment

Commercial enablement: Equip Sales with CX narratives, case studies, and value proof; collaborate on proposals and account plans to reinforce differentiation

Digital tools & data: Partner with CRM admins (e.g., Salesforce or Dynamics) to operationalize feedback flows, dashboards, and alerts; ensure data quality and adoption

Your background

Bachelor's or Master's degree in Business, Engineering, Marketing, or related field (or equ