Director of Marketing

Siemens - Livonia, MI4.1

30+ days ago
Division: Digital Factory
Business Unit: Product Lifecycle Management-PLM
Requisition Number: 232603
Primary Location: United States-Michigan-Livonia
Assignment Category: Full-time regular
Experience Level: Senior level
Education Required Level: Bachelor's Degree
Travel Required: 50%

Division Description:
Siemens is a global technology powerhouse that has stood for engineering excellence, innovation, quality, reliability and internationality for more than 165 years. As a global technology company, Siemens is rigorously leveraging the advantages that this setup provides. To tap business opportunities in both new and established markets, the Company is organized in nine Divisions: Power and Gas, Wind Power and Renewables, Energy Management, Building Technologies, Mobility, Digital Factory, Process Industries and Drives, Healthineers and Financial Services.

The Siemens Digital Factory Division offers a comprehensive portfolio of seamlessly integrated hardware, software and technology-based services in order to support manufacturing companies worldwide in enhancing the flexibility and efficiency of their manufacturing processes and reducing the time to market of their products.

For more information, please visit: http://www.siemens.com/businesses/us/en/digital-factory.htm

Job Description:
Siemens US Talent Acquisition

The Director of Customer Experience at Siemens PL will lead a global

team responsible for designing the holistic end-to-end customer

experience and journey for our SaaS offerings. They will lead our

service design – planning and organizing our people, infrastructure,

communication and material components of our services in order to

continuously improve quality and the interactions between our service

providers and customers. As a key member of the Siemens PL Global

Marketing organization the Director of Customer Experience will

spearhead the SAAS strategy and development and ensure ever-improving

service across multiple offers and customer journey. They need to be

organizationally and politically savvy to succeed in a matrix and

cross-functional global organization. We are looking for a change agent

with the ability to develop and drive new innovative approaches to our

customer success model.

Responsibilities include but are not limited to:
The Director of Customer Experience and their team will be responsible

for:
(1) Managing end-to-end customer perspectives

(2) Creating service/customer journey scenarios and blue prints

(3) Developing front/back stage recommendations to segment/product

owners and platform teams on holistic and meaningful improvements to

ensure frictionless customer experiences

(4) Identifying key MOTs (moments of truth) that affect trial,

purchase, onboard, adoption and renewal touch points

(5) Identifying all channels, services, touch-points, content, and

interactions that can be eliminated during a service engagement

(6) Runs pilot nurture experiences to understand system, process,

content and feature improvements needed to enable a frictionless

end-to-end experience with our SaaS offerings.

.

Knowledge, Skills and Abilities

Critical skills and experience needed for this role: empathy, journey

mapping skills, systems thinking, UX (user experience) skills, strong

communication and influence abilities, visualization skills,

storytelling, and facilitation/project management skills.

Key Leadership Requirements:
  • Experience in a UX (user experience), CX (customer experience),
Customer Champion, Customer Empathy, or Customer Service role

  • Skilled diplomat with high levels of professional confidence and
business acumen

  • Courage – unafraid to try new things or challenge the status quo
  • Works well with ambiguity and can wear many hats
  • Must be a flexible and creative individual capable of leading and
managing multiple priorities and projects in a fast paced, often

ambiguous and diverse environment

  • Strong leadership skills with proven ability to influence/negotiate
and garner support for objectives; comfortable negotiating and driving

timely decisions

  • Management experience preferred, including staff and budget
responsibility but not critical.