Senior Manager Customer Experience

We are looking for a skilled and motivated Senior Manager Customer Experience to help Infineon deliver best-in-class customer experiences. As the leader of Infineon's Voice of the Customer programs, you will work closely with business partners to set Voice of Customer business (VoC) objectives, define VoC success metrics, and design listening posts (active and passive). You will bring experience in developing comprehensive listening programs that leverage surveys, focus groups, interviews, and unstructured data for both qualitative and quantitative VoC analysis. If interested apply today!

Job description:

In your new role, you will:

• Design and scale a global enterprise level Customer sentiment key performance indicator (KPI) framework
• Provide thought leadership to advance the Customer Experience (CX) maturity and know-how at Infineon
• Coach, advise, and partner with business colleagues to recommend the best tactics to provide meaningful customer intelligence data
• Lead the Voice of Customer methodology including passive and active data capture, ensuring data continuity across the customer end-to-end touchpoints
• Partner closely with IT and Qualtrics product owners to ensure timely and seamless listening program execution and reporting measures are effectively enabling action improvement
• Coach and consult with colleagues to foster sustainable and measurable improvement actions to increase Customer Performance Indicator (CPI) effectiveness, Net Promoter Score (NPS), and Customer Experience (CX) outcomes
• Tell the story from our customers' eyes using data-driven insights
• Create and deliver presentations at all levels within the organization (senior executives, management colleagues, to college interns) evangelizing Customer Experience (CX) culture and customer-centricity

Your Profile:

As a Senior Manager Customer Experience, you recognize and seize the potential for improving efficiency with dedication and commitment. Furthermore, you establish reliable communication skills and know how to establish lasting relationships and networks. Lastly, you actively look for the ideal solution and engage in professional debates with the relevant people, instead of accepting rash compromises.

You are best equipped for this task if you have:

• Bachelor's degree in Business Administration, Marketing, Communications, or a similar discipline
• 5+ years of Customer Experience in Program management in a Global company
• 2 years of Semiconductor experience
• Experience owning program strategy and end-to-end delivery
• Experience working in a complex cross-functional Business-to-business (B2B) company with 20k+ employees.
• Experience with Design Thinking methodologies processes
• Experience leveraging data-driven insights to lead strategic discussions
• Experience setting business objectives, defining positive outcomes, and generating delivery roadmap
• Authentic and skilled communicator - and facilitator of complex concepts/ideas made simple for various audience levels (regional, executive, management, and front line)
• 2 years experience fostering CX key performance indicators (NPS, CSAT, CES) in business-to-business (B2B) and business-to-customer (B2C), to improve customer loyalty and customer lifetime value
• Skilled mentoring and coach with the ability to collaboratively partner with business stakeholders in supporting customer-centricity

Why Us:

#WeAreIn for driving decarbonization and digitalization.
As a global leader in semiconductor solutions in power systems and IoT, Infineon enables game-changing solutions for green and efficient energy, clean and safe mobility, as well as smart and secure IoT. Together, we drive innovation and customer success, while caring for our people and empowering them to reach ambitious goals. Be a part of making life easier, safer and greener.
Are you in?

We are on a journey to create the best Infineon for everyone.
This means we embrace diversity and inclusion and welcome everyone for who they are. At Infineon, we offer a working environment characterized by trust, openness, respect and tolerance and are committed to give all applicants and employees equal opportunities. We base our recruiting decisions on the applicant's experience and skills.
We look forward to receiving your resume, even if you do not entirely meet all the requirements of the job posting.
Please let your recruiter know if they need to pay special attention to something in order to enable your participation in the interview process.
Click here for more information about Diversity & Inclusion at Infineon.

Driving decarbonization and digitalization. Together.

Infineon Technologies Americas Corp., is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.

Employment at Infineon is contingent upon proof of your legal right to work in the United States under applicable law, verification of satisfactory references and successful completion of a background check and drug test, and signing all your on-boarding documents.

In some instances, if applicable, U.S. export control laws require that Infineon obtain a U.S. government export license prior to releasing technologies to certain persons. This offer is contingent upon Infineon's ability to satisfy these export control laws as related to your employment and anticipated job activities. The decision whether or not to submit and/or pursue an export license to satisfy this contingency, if applicable, shall be at Infineon's sole discretion.

Infineon Technologies takes data privacy and identity theft very seriously. As such, we do not request personally-identifiable information (PII) from applicants over the internet or electronically. Please kindly refrain from disclosing your PII electronically during the application process or to unauthorized websites that may purport to be Infineon or any of our affiliates.

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