Siemens US E&A — CX Strategy & Operations

First 90 Days

A starting point for conversation. Grounded in the Siemens E&A US CX Strategy, the LTTS Support Requirements, and CXM@Siemens standards — with honest acknowledgment of what I don't yet know.

The Approach

Three phases, six workstreams

These tracks run concurrently across all three phases. They're connected but not blocking — each can move forward even when another is still in discovery mode.

Days 1–30

Focus

Listen, learn, and understand what's actually true on the ground before forming strong opinions.

Output

A situation assessment — what I've learned, what I'm still figuring out, and where I think the early opportunities are.

Days 31–60

Focus

Start building the operating structures — governance, measurement, and process design — based on what I've learned in Phase 1.

Output

LTTS working cadence in place. VoC process designed. KM platform direction decided. First journey map draft in TheyDo.

Days 61–90

Focus

Deliver the first things people can see and use — proof that the function is operating and producing outcomes, not just plans.

Output

Support baseline shared with leadership. Customer 360 prototype in stakeholder hands. First journey map presented. Early wins documented.

1. Stakeholder & Org Intelligence2. Support Operations3. Customer Portal4. Journey Mapping & VoC5. Customer 360 & Data6. AI & Knowledge Management

The Plan

90-day milestone summary

Timing	Milestone	Success signal
Day 1	Meet Seymour: working style, decision authority, 90-day success definition	Priorities, budget, headcount, and expectations documented
Week 1	Meet key stakeholders: Brian Dula, Brandon, Matan Marom, Accenture lead, LTTS lead, Salesforce admin	Calendar of all stakeholder meetings set
Day 14	Written stakeholder and influence map	Document shared with Seymour
Day 21	Mission definition alignment: 'intelligent, seamless, value-driven' defined in writing	Working definitions captured for ongoing reference
Day 30	SieOps data quality audit complete	Gap report: fields populated, missing data identified, remediation plan started
Day 30	Support case data pulled and analyzed: volume, type, resolution time by product line	Support baseline established
Day 30	Situation assessment shared with Seymour	Written assessment: data, risks, gaps, and Phase 2 priorities
Day 30	TheyDo access provisioned; Persona Library reviewed	TheyDo provisioned; first workshop scheduled
Day 45	CSAT surveys activated at case closure in SieOps	First CSAT data begins flowing
Day 45	LTTS governance model designed: shared KPI dashboard, escalation protocol, weekly sync cadence	Draft governance model shared with Seymour
Day 45	Workshop 1 complete: Spare Parts journey with frontline staff	First-draft Spare Parts journey map in TheyDo
Day 45	VoC closed-loop process designed; NPS strategy drafted	Design doc shared for input
Day 60	LTTS governance model live; first weekly sync completed	LTTS governance cadence operating
Day 60	KM platform decision made; content governance process documented	Platform decision made and documented
Day 60	Business value metrics defined and baselines established with Brandon	Metrics baseline ready for Q3 stakeholder report
Day 60	Workshop 2 complete: CarePlan journey	Two draft journey maps in TheyDo
Day 60	Customer 360 dashboard data model designed and approved by Seymour	Design doc complete
Day 60	Data cleaning and standardization plan initiated with Salesforce admin	Plan logged in Jira as user stories
Day 75	Spare Parts journey map internally reviewed and refined	Refined map in TheyDo
Day 75	MVP portal customer feedback structured and collected	MVP customer feedback summary complete
Day 90	Spare Parts journey map presented to cross-functional stakeholders	Stakeholders have seen the map and shared reactions
Day 90	Support baseline report delivered to leadership: actual case numbers, resolution times, CSAT	First support performance picture — real numbers, honestly told
Day 90	Customer 360 prototype piloted with 2+ stakeholders	Feedback collected; improvement backlog started
Day 90	AI self-support assessment complete; 1–2 pilot opportunities identified	Roadmap document complete
Day 90	Situation report 2 to Seymour: what was learned, what changed, FY26 Q3/Q4 plan	Revised plan grounded in what I've actually learned

Working Draft — v1.0 · Prepared for Seymour, May 2026. This is a starting point for a conversation, not a final plan. I've called out open questions throughout because those are the things I'd want to learn from you and the team before moving forward.

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Nick Anthony · nbanthony1@gmail.com · July 2026