Customer Experience Process Lead II

Duluth, GA
United States
Job Description

Customer Experience Process Lead II

Who we are looking for: 


At AGCO, we believe that when our employees succeed, our business succeeds. It’s a people philosophy that we believe and invest in.  We make sure all of our employees – in every function, every geography and at every level – have the tools they need to be successful and take charge of their career. Because when our people grow, our business grows. Every day. Every way. 


AGCO Corp has an exciting opportunity for a Customer Experience Process Lead II to join the Customer Experience Centers of Excellence team, in Duluth, GA (Hybrid), which is responsible for providing value to the Brands and businesses though customer insights, analytical support, process journey re-design and key programs focused on improving customer experience its team in.  Only 30 minutes outside of Atlanta, Duluth is home to AGCO headquarters. The location allows easy access to the big city lifestyle that Atlanta provides. The headquarters have grown to now include over 500 employees. In this position, you will drive the highest level of service and quality to our internal business partners. 


The Customer Experience Process Lead will play a key part in working across regions/functions to drive resolutions which directly impact customer loyalty across Brands. In addition, the Customer Experience Process Lead is responsible for AGCO regional input for process development planning, activities, and execution to improve the AGCO net promotor score (NPS) performance, customer loyalty, as well as brand image and competitive positioning in the minds of dealers, farmers, employees, and shareholders.


What you will do:   

  • For defined journey touch points globally - oversee the activity around customer feedback and follow-up to ensure Closed-loop consistency with global framework.      

  • Conveys strong point-of-view on farmer experience and ways to improve AGCO’s processes and drive and influence farmer-centric view of process improvement to address systemic issues

  • Builds global customer journeys by customer segment for Moments of Truth (MOT) / key touch points starting with all MOT's by brand in their appointed region            

  • Use business analytics, research and intelligence to provide insights to all business partners and prioritize business initiatives and changes that contribute to overall customer experience improvements and Customer Experience measures

  • Drive business change initiatives across the organization through partnership and accountability – this could/should span all customer-facing functions

  • Travel Required: < 25%   


What you will bring: 


  • 6-10 years of experience in process mapping and project management

  • Strong presentation and meeting facilitation skills


A plus if you have:  

  • Master’s degree is preferred in related field

  • Lean Six Sigma training is a plus


What we offer: 


Experience our global diversity and enterprising spirit while helping us create innovative technologies and a positive impact that helps feed the world’s nearly 8 billion people. From the day you decide to join AGCO, we want to engage and excite you and we’re clear on where we want to go as a business and we trust you to help us there. Whether you want to learn a new skill or you aspire to do something different, we can help you develop the skills you need to take your career - and our business - to the next level.  


We also invite you to “Make the Most of YOU” - Benefits include: health care and wellness plans, flexible and virtual work options (where available), 401(k) Savings Plan with company match, paid holidays and paid time off, flexible spending accounts, reimbursement for continuing education, company philanthropic programs, company perks programs, and much more… 




AGCO is proud to be an Equal Opportunity Employer.  

We maintain a drug-free workplace and perform pre-employment substance abuse testing. 


AGCO is a global leader in the design, manufacture and distribution of agricultural engineering with a portfolio of exciting international brands which deliver solutions to farmers in 140 countries through a full line offer from tractors and combine harvesters to protein production systems and smart farming software solutions – to an environment where the future is happening now. Join us as we bring agriculture into the future. 


United States