Customer Experience Manager - ABB Oy - Etätyö - Globaali

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world. This position reports to: Marketing & Sales Manager, Export __ Mission As Customer Experience Manager in our local Distribution Solutions division, you will be the voice of the customer and a catalyst for continuous improvement. You’ll partner with Sales, Marketing, Service, Supply Chain, Product Management, R&D and Quality to design seamless journeys, close the loop on feedback, and enable our teams to deliver consistently excellent experiences that translate into growth and customer retention. Your responsibilities Own the CX strategy: Based on our Customer Experience vision, work on the strategy and implementation across different functions and teams to ensure that everyone is aligned to serve our customers in the best possible way Lead Voice‑of‑Customer (VoC): Run surveys, interviews, and win/loss analysis; synthesize insights and drive cross‑functional corrective actions with clear owners and deadlines Journey mapping & process design: Map current/future‑state journeys, remove friction, and standardize best practices (SLA/OLA definitions, handover criteria, playbooks) Close‑the‑loop at scale: Implement triggers for proactive outreach and service recovery; track resolution speed, quality, and customer sentiment Commercial enablement: Equip Sales with CX narratives, case studies, and value proof; collaborate on proposals and account plans to reinforce differentiation Digital tools & data: Partner with CRM admins (e.g., Salesforce or Dynamics) to operationalize feedback flows, dashboards, and alerts; ensure data quality and adoption Your background Bachelor’s or Master’s degree in Business, Engineering, Marketing, or related field (or equivalent experience) 5+ years in B2B Customer Experience, Sales Operations, Customer Success, or Service — ideally in industrial, energy, automation, or technology environments Demonstrated impact improving NPS/CSAT, and increasing retention/expansion Strong command of CRM (Salesforce/Dynamics), analytics/BI (Power BI/Tableau), and survey/VoC platforms Skilled facilitator and communicator — comfortable aligning senior stakeholders and leading change Experience with journey mapping, service blueprint, Lean/Six Sigma, or design thinking is a definite plus Good command of written and spoken English is required What we offer A role with clear impact on growth, margin, and customer loyalty Opportunity to shape best‑in‑class B2B customer journeys across the full sales lifecycle Lead role for ensuring that we are building a long-term competitive advantage through customer experience Access to global expertise, learning resources, and cross‑functional collaboration Work model & location Location: Vaasa, Finland The work model for the role is: hybrid #LI-Hybrid Travel: Up to ~10% of working time globally More about us ABB's Distribution Solutions Division facilitates the efficient and reliable distribution, protection and control of power by improving electric power quality while strengthening the resilience of the grid. The Division offers segment-specific products and solutions that largely serve utilities, industry and infrastructure segments, often providing the requisite medium-voltage link between high-voltage transmission systems and low-voltage users. With ABB Ability™ enabled connected solutions at its core, the offering includes medium-voltage air- and gas-insulated switchgear (1 to 66 kilovolts), in-door and outdoor circuit breakers, reclosers, fuses, contactors, relays, instrument transformers, sensors, motor control centers, as well as low-voltage switchgear for the ANSI standard markets. If you have any questions, please contact Marketing and Sales Manager Timo Eskola +358503344614 (Fridays 10am-12am UTC +3) Apply for this position by July 31st 2026. We look forward to receiving your application. Interviews will be organized during August. Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences. Ready to make an impact? Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.