Customer Experience Manager

In this role, you will champion the voice of the customer for the global Cooling business, leading journey mapping and driving improvements across the full customer experience. You will coach cross-functional teams to embed customer-centric decision‑making and manage end-to-end satisfaction beyond product quality. You’ll escape and resolve top customer issues, monitor touchpoints, and shape actions that raise loyalty and trust. This is a chance to influence how the business delivers value at scale and to partner with leaders across the organization.

• health and life insurance
• paid time off
• parental and care leave
• flexible work options
• retirement savings plans
• performance and development conversations

• Monitor customer experience satisfaction across global Cooling touchpoints
• Identify root causes of dissatisfaction and drive actions to address escalations and CMIs
• Focus on factors beyond product quality (FAT, On-Time Delivery, communication, responsiveness)
• Share CX performance with stakeholders and elevate warnings to set priorities
• Foster a customer‑centric mindset and share journey best practices
• Drive resolution of escalated cases with internal Cooling teams and present solutions to leaders/clients
• Lead quality actions involving Commercial/LOB/Global Marketing/Global Supply Chain/Operations
• Engage ad‑hoc teams to implement fixes after stakeholder agreement and close warnings/priorities

• Undergraduate xysqume degree in Quality, Customer Experience, Engineering, or Manufacturing
• 8+ years experience in Quality/Customer Experience/Engineering/Manufacturing
• Strong change manager, able to influence and drive alignment in a matrix organization
• Customer-oriented mindset
• Excellent communication and interpersonal skills

• communication
• stakeholder management
• change management
• root cause analysis (implied)
• customer journey mapping (implied)