Leader Customer Experience Center & Engagement Strategy

Job Description

This position is responsible for designing and leading Rockwell Automation’s enterprise customer engagement strategy by transforming customer interactions into memorable, relationship‑building experiences that accelerate commercial outcomes and reinforce Rockwell Automation’s market leadership through visits to our Customer Experience Centers (CxC).
The scope of the role spans the following facilities and locations:
All Rockwell Automation Customer Experience Centers with a primary focus on Milwaukee, Bologna and Singapore, but inclusive of all regional operated facilities
Collaboration with Integrated Supply Chain on Customer Experience Centers that are incorporated into Rockwell Automation Manufacturing Facilities and offices to ensure consistent customer experience, and
Collaboration with Partner Customer Experience Centers to ensure we are aligned with our strategic partners on the customer experience received at non‑Rockwell owner | operated facilities
Working at the intersection of Portfolio Engineering, Sales, Commercial Operations, Marketing, and Global Real Estate, this role designs intentional customer journeys, influences the development of customer‑facing environments, and establishes global experience standards that enable customers to engage with Rockwell Automation’s innovation in meaningful and memorable ways.
This leader creates the frameworks, environments, and engagement strategies that allow sales teams to strengthen executive relationships, build trust, and differentiate Rockwell Automation through personalized, customer‑centric experiences across Customer Experience Centers, innovation labs, manufacturing facilities, and demonstration environments worldwide.
You will report to the Vice President, Global Portfolio Engineering, and have a hybrid schedule working in Milwaukee, WI.
Responsibilities

Experience Design, Journey Orchestration & Environment Strategy Design and orchestrate personalized customer journeys that transform strategic business meetings into memorable shared experiences.
Partner with Sales to understand account strategy, customer objectives, and desired business outcomes, curating each visit to create meaningful interactions that deepen relationships and support commercial success.
Engineer intentional moments of positive disruption that elevate customer engagement, strengthen emotional connection, and create lasting impressions beyond traditional product demonstrations.
Collaborate with Global Real Estate, Facilities, Marketing, Architecture, and Technology teams early in the planning and design process to embed customer experience principles into our facilities, influence the physical environment, customer flow, storytelling, hospitality, and technology integration to create frictionless experiences that encourage collaboration, discovery, and executive dialogue.
Collaborate with the Customer Briefing teams that are responsible for the execution of Customer Briefings.
Establish enterprise‑wide standards that deliver a consistent, world‑class customer experience across all customer engagement environments globally; develop scalable playbooks, experience frameworks, and design principles that enable regional teams to deliver a recognizable Rockwell Automation experience while allowing flexibility for local customer needs.
Standardize customer journey methodologies, executive engagement practices, storytelling techniques, and hospitality standards across all customer‑facing locations.
Foster a connected global community that shares best practices, customer insights, and innovative engagement strategies.
Partner closely with CXC Technical Leadership, Marketing, Business Segments, and Sales to maintain a deep understanding of strategic priorities, emerging technologies, product roadmaps, customer insights, and key messaging.
Translate cross‑functional priorities into personalized customer journeys that ensure the right people, content, demonstrations, and experiences are intentionally aligned.
Work and consult with briefing team to ensure every customer engagement is seamlessly orchestrated – from pre‑visit strategy through on‑site execution and post‑visit follow‑up – creating a frictionless experience for both customers.

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