Head of Customer Experience, Electrification & Automation - Siemens : Job Details

Here at Siemens, we take pride in enabling sustainable progress through technology. We do this by empowering customers through the integration of the real and digital worlds, improving how we live, work, and move today and for future generations. We believe that a business thrives only if its people thrive, which is why we prioritize our people. Our diverse, global team is eager to support and challenge you to grow in new ways. Who knows where our shared journey will take you?

Transform the everyday with us.

At Siemens Electrification and Automation, we're pioneering the future of sustainable power distribution and intelligent automation solutions that are fundamental to modern industry and infrastructure across the United States. Our technologies help businesses optimize operations, reduce energy consumption, and embrace digital transformation, contributing to a more resilient and environmentally responsible future.

We are seeking a visionary, strategic Head of Customer Experience in the Raleigh area to lead the customer support transformation of a multi-billion-dollar Electrification & Automation portfolio, ensuring seamless, customer-centric technical service across all touchpoints.

You will be responsible for designing a top-tier digital service experience, utilizing AI-driven support, automation, and analytics to improve customer satisfaction, streamline support operations, and generate new revenue streams through upselling and cross-selling.

Your key responsibilities include:

• Vision & Strategy: Define and implement a comprehensive digital and human-assisted customer-centric strategy aligned with customer needs and business objectives. Develop a roadmap for platform enhancements that adapt to evolving customer expectations, emerging technologies, and monetization strategies.
• Building & Leading a High-Performing Team: Lead and expand a team of skilled technical support specialists, digital platform managers, and customer engagement professionals. Establish performance metrics related to resolution time, customer effort score, and revenue impact.
• Customer Support & Digital Platform Implementation: Design and oversee a multi-channel support framework enabling seamless customer interactions. Facilitate self-management of service requests, asset tracking, and interactions with AI-powered assistants.
• AI-Driven Support & Proactive Issue Resolution: Implement AI-based query analysis, issue routing, and automated responses to enhance efficiency. Use customer interaction data to provide personalized service recommendations and sales insights.
• Resolution & Communication: Build a robust escalation process for complex issues. Enable real-time status monitoring for customers and ensure clear communication regarding progress, delays, and next steps. Collaborate with cross-functional teams to ensure content accuracy and platform performance, and establish KPIs for satisfaction, resolution efficiency, and revenue.

Qualifications we seek:

Basic Qualifications:

• Bachelor's degree in a related field or equivalent experience
• 5+ years of leadership experience in technical support or services, ideally within energy, automation, or critical infrastructure sectors
• Strong business acumen with the ability to connect support to revenue opportunities
• Knowledge of AI and emerging technologies for potential applications
• Experience in building and managing high-performing teams
• Strategic planning expertise focused on customer experience and digital transformation
• Excellent communication and stakeholder management skills, capable of presenting to leadership, engineering teams, and clients
• Familiarity with Salesforce.com, especially Service Cloud

• Legal authorization to work in the U.S. without sponsorship

Benefits include:

• Health and wellness benefits (details at
• Salary range: $142,310 - $243,960, with actual offers depending on experience, skills, and location

About Siemens:

We are a global technology leader in industry, infrastructure, transport, and healthcare, creating innovative solutions for resource efficiency, resilient supply chains, smarter buildings and grids, sustainable transportation, and advanced healthcare.

Our Diversity & Inclusion Commitment:

We value your unique perspectives and are dedicated to providing equitable opportunities and a diverse workplace. Learn more about our DEI efforts here.

Our core commitments include environmental protection, resource conservation, and safeguarding employee health and safety, integral to our Business Conduct Guidelines and corporate strategy.

Equal Opportunity Employer StatementSiemens is committed to equal opportunity and affirmative action, encouraging diversity in our workforce. All qualified applicants will be considered without regard to race, color, religion, sex, national origin, disability, age, family status, pregnancy, genetic information, sexual orientation, gender identity, veteran status, or other protected categories.Reasonable accommodations are available for applicants with disabilities. For assistance, please complete our accommodations form here or contact AskHR at 1-866-###-####.#J-18808-Ljbffr