Customer Interface Leader

As the Customer Interface Leader, you will be a member of the Industry, Building and Channel (IBC) Marketing and Sales Organization and will work closely with Systems, Processes and Tools to improve the customer and sales experience. You will collaborate with the Divisions, IS, Product Marketing, Supply Chain, Finance which ensures EL wide common tools and experiences for internal and external customers.

You will be responsible for defining and improving business process rules, user experience, output documentation and downstream system integration needs that touch all external systems supporting the Commercial & Customer Organization.

You will maintain the strategic view over a set of projects, providing framework for implementing business initiatives or large-scale change and communicating the vision of the program outcomes and associated benefits

The work model for the role is: Remote

#LI-Remote

This role is contributing to the Industry, Building and Channel (IBC) Division

Core Responsibilities:

• Conducts User research to identify different User personas and their corresponding behavior, goals, motivations and needs.
• Adopts various methods, such as interviews with users/stakeholders, competitive analysis, online surveys and focus groups to develop design guidelines.
• Collaboration with key business and IS stakeholders to build a continuous improvement environment and to support on-going program of change to improve consumer-oriented services, processes, and products as prioritized based on business needs.
• Increase employee engagement and adoption
• Create business requirements, prioritization, value validation, design, test, demonstration, commercialize and train
• Responsible for the daily management of deliverables throughout the lifecycle of the program
• Coordinates and prioritizes program tasks, manages timelines, maintains program plans and communicates status to key stakeholders.
• Collaborate closely with business users and development team to establish clear developments plan and testable acceptance criteria, ensuring seamless alignment.
• Master the intricacies of our application landscape and grasp business needs, allowing you to proactively address incidents and changes.
• Take an active role in creating and presenting innovative solutions to our Business users and Partners.
• Become the Subject Matter Expert (SME) in your area of expertise, contributing your technical and business process/data prowess to drive ongoing operations and develop high-quality products. Embrace a collaborative, cross-discipline team environment, applying Agile development methodologies and actively participating in all team activities.
• Provide training and guidance to users of the tools.

• Relevant Bachelor Degree or equivalent experience
• Minimum 8 years' experience working in electrical industry
• Process knowledge in the area of inquiry, quotation, order, and post sales service.
• Experience within Commercial Organizations to grasp voice of customer + sales team, e-commerce and transactional strategy or similar role
• Experience leading cross-functional project teams or similar role
• Travel up to 20-30%

Desired Qualifications:

• Strong knowledge of Agile processes and/or project management and project execution methodologies
• Excellent analytical and computer skills, including proficiency in MS Office.
• Strong interpersonal and communication skills
• Strong customer advocate
• Champion of change; willing and eager to promote change
• Influencing skills
• Prior inquiry to Order (ITO) business process and tool development experience
• Familiarity with e Commerce tools (such as ABB's Empower platform), and CRM tools such as Salesforce.
• Experience with customer transaction technologies, including Electronic Data Interchange (EDI) for seamless B2B communications
• Proficiency in using Customer Tree Interfaces that link ABB with external customers through both digital and analog solutions

Why ABB?

What's in it for you

We want you to bring your full self to work-your ideas, your energy, your ambition. You'll have the tools and freedom to grow your skills, shape your path, and take on challenges that matter. Here, your work creates impact you can see and feel, every day.

ABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities at ABB.

All qualified applicants will receive consideration for employment without regard to their- sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age, race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected Veteran status, or any other characteristic protected by federal and state law.

For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

As an Equal Employment Opportunity and Affirmative Action Employer for Protected Veterans and Individuals with Disabilities, applicants may request to review the plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762.

Protected Veterans and Individuals with Disabilities may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to US-AskHR@abb.com. Resumes and applications will not be accepted in this manner.

While base salary is determined by things such as the successful applicant's qualifications and experience, this position is expected to pay between $116,200 and $215,800 annually and is eligible for a short-term incentive plan/annual bonus.

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