Customer Support

We are your Energy Technology Partner. We electrify, automate, and digitalize every industry, business, and home, driving efficiency and sustainability for all.
At Schneider Electric, our values – IMPACT (Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork) – are the foundation of everything we do. Becoming an Impact Maker means turning sustainability ambitions into actions at the intersection of automation, electrification, and digitization.
Are you ready to lead the digital transformation to create a more sustainable world?If you are up to challenge your creativity and make an impact, we are excited to welcome youSchneider Digital is the digital department of Schneider Electric, leading the digital transformation in the company by giving support globally to our internal teams and our clients. Schneider Digital consists of 6 Digital Hubs worldwide which are strategically located to ensure a 24/7 support across the company (France, China, India, USA, Mexico and Spain). Our Digital Hub in Barcelona is formed by +450 employees working in strategic projects and different roles such as Data, Cybersecurity, ERP, Cloud, Infrastructures, IT Project Management or Digital Marketing.
About the teamThe DCR Digital Customer Support & Satisfaction team plays a key role in accelerating Schneider Electric's digital transformation journey within Customer Support organizations worldwide. Working in a highly international environment, the team partners with Product Owners, Deployment Leaders, Project Managers and business stakeholders to drive the adoption of digital solutions that enhance customer experience, operational efficiency and support agent productivity.
As part of this team, you will have the opportunity to contribute to strategic global initiatives, influence change across multiple countries and cultures, and help ensure that digital investments translate into measurable business value and sustainable adoption.

About the role
We are looking for a Customer Support & Satisfaction Digital Change Manager to drive the people side of change across key digital transformation initiatives. This role is focused on ensuring successful adoption of new tools, processes and ways of working by engaging stakeholders, defining change strategies, delivering effective communications and training, and measuring business impact.
You will act as a trusted partner to project teams and business leaders, helping bridge the gap between solution deployment and user adoption to maximize the value delivered to our Customer Support & Satisfaction organization.
What will you do?Main missions
- Leading and managing change initiatives acrossthe DCR Digital Customer Support & Satisfaction organization for all strategic portfolio initiatives to ensure successful implementation, adoption and value realization
- Drive strong collaboration with organization key stakeholders: Project Managers and Deployment Leaders to ensure roadmap alignment and joint activities are planned and executed in synch
- Co-execute the Change Management strategy with the Deployment team
- Conduct required impact analysis to understand the effects of Change initiatives and assess country readiness for change as well as develop plans to address identified gaps
- Establish metrics to measure the success of Change, evaluate the outcomes and identify areas for improvementResponsibilitiesAs a Change Leader you will be leading and managing Customer Support Capability change initiatives to ensure successful implementation and adoption. You will develop and execute change management strategies, engage stakeholders, and provide training and support to the Customer Support Agents & Team Leaders. Additionally, you will be monitoring progress, address resistance, and evaluate the effectiveness of change efforts to drive continuous improvement.
- Develops change management plans for projects and/or change initiatives taking guidance from the standardized change management methodology & execution models
- Works with organization stakeholders to understand challenges on Adoption & Change Management, develops strategies for overcoming obstacles and weak points and supports in measuring the ROI of digital adoption initiatives
- Evaluates the impact of planned change
- Identifies and manages anticipated resistance to change
- Drives understanding of the User behavior to ensure faster user adoption & return on investment on digital tools & features
- Defines and create communication assets such as yammer posts, emails, communication packages as part of change management strategy execution
- Defines communication channels to ensure most effective way to reaching the target audience, ensuring the delivery of consistent and timely messages
- Delivers training strategy and training material as part of change management execution: break the barriers of traditional training methods with new innovative hands on / walkthrough animations
- Builds the Training Strategy & Plan & delivers the required training sessions
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