As the leader in Industrial Automation and Digital Transformation, Rockwell Automation has ambitious growth goals and is embarking on an enterprise transformation that encompasses the products and services it delivers, the business models associated with them, and the technologies and processes through which they are delivered to the market.
To achieve those goals, Rockwell needs to transform the experiences it provides for customers, partners, and employees, and how it goes about creating, measuring, and improving them. The Director of Digital Customer Experience will be responsible for bringing a customer obsession mindset into the strategy and delivery of this transformation. To do this, the leader will rally the organization and develop a customer experience practice within the Enterprise Transformation Office.
In this role you will be the principle advocate for the customer within the transformation and will be responsible for uncovering and utilizing data about customer needs and goals to inform strategies, drive alignment, and guide and measure execution. Your success in this role will depend on your ability to form cooperative relationships across business and functional areas within the company and extending out to clients and partners. A key outcome of your success will be the creation of a customer experience practice that can create standards, practices, and assets that will support the Transformation to
Understand customer needs, goals, and value creation processes
Envision and prioritize innovations and improvements that drive outcomes for customers, partners, and for Rockwell
Create and measure experiences such that they iteratively enhance customer value creation and drive an organizational understanding of customer needs and goals
Reporting to the Vice President, Global Marketing, you will be a key partner to ensure that the transformation identifies and delivers high-value outcomes for the future of the company.
Be the principle advocate for the customer across all aspects of the transformation, across their end-to-end journey, and across their entire lifecycle
Build, mature, and lead a CX practice that will provide the transformation with
Robust customer and partner insights that are consumable and meaningful
Alignment to an articulated and tangible vision and measurable goals
CX strategy aligned to the transformation vision and goals that is designed to meet customer and partner needs and to enable and facilitate their goals and value creation processes
Roadmaps that target high-value near-term CX outcomes while driving to realize the future vision and maximize its business outcomes
Discipline in delivery and measurement of delivered results to take informed action as part of the delivery and to adjust strategies and roadmaps for future delivery
Attract and develop exceptional talent at a global scale to create high performing teams that can scale over time to meet the demands created by their successes
Tap into and support existing customer- and partner-centered areas and initiatives within business units and functional areas and nurture the adoption and growth of a customer-centric mindset throughout the transformation
Be a connector and coalition-builder across the organization and to customers and partners
Articulate and represent business risks and opportunities uncovered through the understanding of customer and partner needs, goals, and value creation processes to senior leadership
Champion and demonstrate the value of learning and knowledge creation and iterative approaches that leverage them, especially in planning and evaluation activities
Internal Number: 2720221
About Rockwell Automation
When you choose Rockwell Automation, you join countless talented employees who have helped us establish our leadership position in the automation industry over the past century.
You join a diverse, inclusive and global community with a passion for innovation. A place where you can partner with great minds and inspiring people. And a corporation backed by the financial strength that drives growth – and career opportunities.
As much as we focus on our customers, we know our employees are key to our success and future. Helping you develop a rewarding career is a top priority. Because when you succeed, we succeed.