Customer Experience Journey Designer

Job Description

You are highly creative? You love designing compelling customer experience journeys? You have a passion for innovation and usability? You are a great communicator and enjoy working with multiple teams? You love to work in a young, innovative and result oriented team?

Then you are the right candidate to join our Software business as our Customer Experience Designer for compelling user journeys for our SaaS applications.

Siemens Digital Industries (DI) is an innovation leader in automation and digitalization. Closely, collaborating with partners and customers, we care about the digital transformation in the process and discrete industries. With our Digital Enterprise portfolio, we provide and encourage companies of all sizes with an end-to-end set of products, solutions, and services to integrate and digitalize the entire value chain. Meaningful optimization for the specific needs of each industry, our outstanding portfolio supports customers to achieve greater efficiency and flexibility. We are constantly adding innovations to its portfolio to integrate groundbreaking future technologies.

We offer a role with responsibility, independence, and the possibility to contribute proactively. We foster a teamwork culture with room for individual development. Find out more about the Digital world of Siemens here:

Position Overview

As a Customer Experience Designer at Siemens Digital Industries Software, you will be the primary designer for compelling customer journeys for our post sales experience of our SaaS portfolio. You will interact with all SaaS product teams and help them developing an outstanding customer experience.

You will join the Customer Success Program Office, a highly innovative team focusing on creating the best customer experience for our SaaS applications. We are dedicated to building the best, friction-free customer experience for our customers. In the CX designer role, you’ll be responsible for creating innovative user journeys with stakeholders across marketing, sales, product segments, support, and customer success, to understand how our customers interact with our Software and how we should test internally along these journeys. You will partner with Product Managers, learning experts, product developer, product testing teams and sales orchestrators to define the best experience possible. You will work with Marketing, business technologies and Development to identify cross product improvement benefiting the customer experience.

This is the perfect role for you if you have best-in-class usability and customer centric skills combined with Marketing experience in SaaS and Customer Success. Specifically focusing on the design and optimization of customer journeys, email journeys & content, digital experiences with in-app guidance, e-learning and communities.

This role will be key for a frictionless high-quality experience for our SaaS portfolio. You will empower our product teams with the right instruments and tools. This role will report directly to Director, Customer Success Program.

  • Creating satisfying or compelling customer experience journeys for users of our SaaS products with a strong focus on the post-sale experience
  • Creation and Optimization of customer journey maps for the Siemens SaaS portfolio
  • Identifying challenges along the customer journey and address them in close collaboration with the customer success, technical and marketing teams
  • Conducting customer research for post-sale experience by collecting customer feedback through face-to-face meetings but also leveraging customer surveys to further improve the customer experience
  • You will be responsible to Develop a testing framework for CX journey test which will become a mandatory element of product development
  • Work closely with our Customer Success strategists to develop Customer Success Management standard elements completing customer journeys by leveraging tools and practices out of Customer Success
  • Working in a young and dynamic team of Customer Success & SaaS experts with a highly innovative mindset
  • Collaborate with Strategy, Marketing, and product teams within DI SW
  • Responsible for education of product teams and system test to perform customer journey testing
  • Building relationships with stakeholders at every organizational level, for example C-suite, VPs, directors, managers, individual contributors, co-ops and interns
  • Working across a wide variety of stakeholders with different product, cultural, geographic, language and prior experience biases
Required Knowledge/Skills, Education, and Experience
  • Bachelor’s / Master’s degree in business administration, marketing, or related field
  • 5+ years in customer experience mapping, journey design and optimization in a SaaS business / Software business
  • Exceptional communication, writing, design, and presentation skills
  • Expert in usability and customer experience
  • Expert in CX journey design tools
  • Pragmatic and action-oriented, you proactively overcome obstacles and keep project moving forward
  • Excellent in person and remote communication, presentation, and interpersonal skills
  • Experience in Customer Success
  • Sophisticated presentations skills both verbally and technically
  • MS office level advanced

At Siemens we are always challenging ourselves to build a better future.  We need the most innovative and diverse Digital Minds to develop tomorrow’s reality.  Find out more about the Digital world of Siemens here:

Where permitted by applicable law, Siemens may require employees to be fully vaccinated against COVID-19 based on job requirements, and in accordance with an accommodation based on legally protected reasons.


Organization: Digital Industries

Company: Siemens Industry Software Inc.

Experience Level: Experienced Professional

Job Type: Full-time

Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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