Customer Experience Process Lead

vor 5 Monaten

Marktoberdorf, Deutschland AGCO Vollzeit

For our Center of Excellence Team at our bavarian location Marktoberdorf we are looking for a

**Customer Experience Process Lead**_ _**_(M/F/x)_**
Ref.:96122

As part of our team, you will help shape a sustainable future - with future-relevant technologies that help feed the world. With us, you can take responsibility and grow. We are proud that our pursuit of the highest quality and perfection creates a powerful organization that is responsible for innovating outstanding products

In addition, this individual will assist with the roll-out and evolution of a new Customer Experience measurement and case management platform which will provide the global brand organizations with a new way to investigate, analyze and improve various customer journeys.

**What You Will Do**

You build global customer journeys by customer segment for Moments of Truth (MOT) / key touch points starting with all MOT's by brand in their appointed region
- You work with analytics and measurement team to identify CX issues and pinpoint improvement areas in the journey
- You gain in-depth understanding of how farmers engage with AGCO dealers and service providers across all touch points and draw conclusions to continually evolve, improve, and optimize their experience
- You drive business change initiatives across the organization through partnership and accountability - this could/should span all customer-facing functions, regionally and globally
- You form and lead cross-functional project teams from brand and functions to action urgent resolution of customer impacting challenges
- You advise the measurement team of redesign to ensure tracking of action

**What You Will Bring**
- Bachelor's degree in economics or a comparable degree Experience
- At least 6 years of experience in project management, process work, customer experience, or other related experience
- Strong data analysis and problem-solving skills, with demonstrated analytical attention to detail
- At least 3 years experience in People Management
- Very good communication skills

**A Plus If You Have**
- Training in Lean Six Sigma or Customer Journey mapping experience
- Demonstrated ability to influence outcomes, build relationships, engage with key stakeholders
- Ability to manage ambiguity and demonstrates resilience when faced with obstacles
- Experience working within a globally distributed matrixed organization and with global team members
- Knowledge of process improvement methodologies

**Who You Are**
- A strategic thinker, passionate about providing customers an exceptional experience
- Bias for action, self-starter mentality and growth mindset
- Collaborative, curious, problem solver
- Process and data driven

**What We Offer**

We welcome you to our appreciative, open corporate culture - with a great team spirit and good work atmosphere. We offer attractive, fair remuneration, with additional insurance and pension schemes. We attach great importance to supporting you in your individual work-life balance - your health is important to us. As part of our Corporate Health Management, you will benefit from intensive company medical care, advice on social matters, numerous sports programs, and much more. Your ideas and your personal and professional development are important to us. We look forward to developing your full potential together with you and shaping the future of sustainable agriculture.

**The AGCO Corporation**

AGCO is a major worldwide manufacturer and distributor of agricultural equipment. AGCO offers a full product line including tractors, combines, hay tools, sprayers, forage equipment and implements through more than 3,000 independent dealers and distributors in over 140 countries.

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