Digital Customer Engagement Lead

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This is a position with grade

12

This position reports to

Digital Lead - Global

Your role and responsibilities

The eCommerce specialist will be the champion for digital customer engagement for the digital front-end of the Electrification Service division. The incumbent will own the digital experience for customers to engage with and purchase services from the division. The main touch point for the customer is a portal experience to access relevant information and documentation about the installed base, access to contracts, support cases, project details as well as the e-commerce experience for our end customers and value partners. Work Model Hybrid This position reports to Global Digital Lead Preferred location: EU time zone Responsibilities • Collects market intelligence and customer needs for the digital channel. • Understands and defines market segmentation and related positioning. • Owns technical and market specification for the interaction of customers with ABB in the digital world. • Proactively manages backlog of an agile team jointly with a product owner. • Sets and keeps track of targets and metrics to develop a detailed understanding of customer behavior and improvement opportunities. • Prioritizes development efforts and aligns with business process team to ensure end-to-end delivery of value-adding processes. • Initiates and drives alignment with marketing, sales and business process teams to drive adoption of the digital experience by customers and internal users. • Understands and defines market segmentation and related positioning. • Initiates creation of external and internal training modules and programs.

Qualifications for the role

• 5 years of experience in development of digital products and/or tools
• With strong experience in developing customer portals and/or customer facing processes
• Bachelor’s degree in a business, marketing or engineering discipline
• Experience in product management including driving product vision and roadmap
• Experience in global or regional roles
• Fluent English

More about us

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