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Continuous Improvement Leader

hace 5 meses

Monterrey, México ABB A tiempo completo

**Continuous Improvement Leader - Customer Experience**:
**Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.**:
Responsible for improving the Customer Experience for Electrification US, contributing to improved Customer Loyalty and profitable growth. The CX Lead owns and develops the customer loyalty while improving customer experience and supports commercial operations overall.

**This position reports to**:
EL Customer Operations Manager

**Your responsibilities**:

- Owner of the quality and efficiency of specific sub-processes - responsible for the common/basic sub-process design. Lead the Continuous Improvement efforts with the process owners (Quotation, Order Management, Sales Support, Disputes, Channels and Configuration). Review and validate the business requirements and the functional specifications (Regional).
- Work with Local Process Owners to ensure local processes are in line with Regional defined processes. Manage any proposed change. Facilitate business process implementation across ABB domains.
- Identify expected benefits in terms of improved collaboration, cross-selling, hit-rate, pipeline visibility, forecast accuracy, increased customer face time, reduced time spent in internal transactions and searching for information and support. Implement operational process key KPI’s together with business to monitor process improvements.
- Responsible for change management, communication plans and stakeholder management within Group Functions, Divisions, BUs and Countries.
- Collaborate with senior and middle management across Divisions, Business Units and Countries to ensure buy-in for the Regional Commercial Ops processes and drive their implementation.

**Your background**:

- Bachelor’s Degree in Business Administration, Industrial Engineering or related.
- Proficiently in MS Office
- Knowledge of SAP and Salesforce.
- 5 years of experience in related roles.
- Advanced English level.

**More about us**: