Customer Experience Manager

About the Role

Join a team that plays a central role in shaping how customers experience Schneider Electric across Canada. The Customer Experience team works across all business units and supports every activity that involves direct contact with customers. It represents the customer voice, contributes to consistent decision making and helps influence how the brand is experienced from the first interaction to the last. As the Customer Experience Manager you will have a significant impact on how customers engage with our organization. You will work with data, customer insights and operational information to support satisfaction, loyalty and overall service quality, identifying friction points and contributing to continuous improvement. The role also involves collaborating with cross-functional teams and adopting AI-enabled technologies to strengthen decision making and improve the end-to-end customer experience. Key responsibilities include partnering with customers to understand their needs, coordinating proactive outreach, and leading continuous-improvement initiatives such as LEAN and root-cause analysis. You will represent the voice of the customer in cross-functional discussions, guide journey-mapping and service-design work, and leverage AI platforms and analytics to generate actionable insights. In addition, you will drive cross-functional leadership, share data-informed business cases, and support change-management programs that align teams around a customer-focused culture. • Serve as the primary partner for customer experience, understanding and addressing needs, expectations, and pain points. • Build long-term customer relationships to foster trust and loyalty. • Coordinate proactive outreach such as follow-ups, surveys, and quality reviews to detect issues early. • Collaborate with operations, commercial, supply-chain, and technical teams to resolve escalated issues. • Apply LEAN, root-cause analysis, and structured problem-solving for continuous improvement. • Represent the voice of the customer in cross-functional discussions and report on key CX indicators. • Guide journey mapping, pain-point diagnosis, and service design to enhance end-to-end interactions. • Leverage AI-enabled platforms and analytics to identify trends, risks, and opportunities. • Translate data insights into actionable recommendations for business partners. • Develop scorecards and indicators to evaluate experience quality, sentiment, and digital usage. • Test and implement new digital tools that improve processes and customer journeys. • Partner with leaders to share data-driven insights and build a customer-focused culture. • Lead initiatives that improve operational effectiveness and organizational alignment. • Provide guidance on customer personas, experience design, and CX best practices.

Key Responsibilities

• ▸customer partner
• ▸lean analysis
• ▸root cause
• ▸ai platforms
• ▸journey mapping
• ▸scorecards

What You Bring

The ideal candidate holds a bachelor’s degree in business, engineering, marketing or a related field (a graduate degree is a plus) and brings at least five years of experience in customer experience, program management, operations or quality management. Proven ability to analyze data, drive digital transformation, apply structured problem-solving, and communicate clearly in both English and French is required. Experience working with senior stakeholders, managing complex customer situations, and using AI-enabled tools is also essential. • Hold a bachelor’s degree in business, engineering, marketing or a related field (graduate degree a plus). • Minimum five years’ experience in CX, program management, operations, quality or support. • Proven experience with data analysis, digital transformation, and AI-supported platforms. • Skilled in continuous improvement methods such as structured problem-solving and process optimization. • Strong communication skills, both written and verbal, including presentations. • Proficient in French (spoken and written). • Ability to manage complex customer situations with clarity and calm. • Comfortable using digital tools and AI solutions, with a commitment to ongoing learning.

Requirements

• ▸bachelor degree
• ▸5+ years
• ▸data analysis
• ▸ai tools
• ▸problem solving
• ▸french

Benefits

The position offers a competitive total compensation ranging from $114,750 to $162,000 for Ontario and B.C. residents, plus a short-term incentive, flexible work arrangements, paid family leave, pension matching, well-being programs and generous paid time off. Schneider Electric is committed to an inclusive workplace and equal employment opportunities for all qualified individuals. Apply online now to join a global leader in digital energy management and automation. • Competitive salary $114,750‑$162,000 (Ontario/BC) plus short-term incentive. • Flexible work arrangements, paid family leave, pension matching, well-being programs, and paid time off.

Work Environment

Hybrid