Chief Customer Experience & Quality Leader

Schneider Electric Industries (M) Sdn Bhd; Selangor; On-site; MYR 180,000 - 240,000; Full time

Job summary

Schneider Electric Industries (M) Sdn Bhd in Malaysia seeks a Head of Customer Experience & Quality to lead CS&Q and CCC, driving customer satisfaction and quality improvements across the organization. You will champion the Voice of the Customer and coordinate with regional CS&Q leaders, CCC, and country sales teams.

The role reports to the Country President and collaborates with Global CS&Q to prioritise country needs, while transforming CCC and embedding customer-centric decision

Qualifications

• Degree in Engineering, Quality, or related technical discipline.
• 10-15 years of relevant experience in Quality, Customer Satisfaction, or related functions.
• Strong customer-centric mindset with solid technical and quality expertise.
• Proven capability in root-cause analysis, structured problem-solving, and Continuous Improvement methodologies.
• Demonstrated leadership and influencing skills, with the ability to drive change across functions.
• Strong strategic thinking and process orientation, with a focus on business and customer outcomes.
• Excellent communication, stakeholder management, and interpersonal skills.
• Strong global and multicultural mindset, with the ability to collaborate effectively across countries, functions, and cultures.

Responsibilities

• Engage customers to understand expectations and concerns, ensuring timely resolution of complaints and critical issues.
• Lead the escalation and resolution of critical customer, quality, safety, cybersecurity, and business-risk issues.
• Influence and challenge stakeholders to improve customer satisfaction, offer quality, and delivery performance.
• Collaborate with Global CS&Q to address country priorities and represent the country on CS&Q and CCC matters.
• Champion the Voice of the Customer (VoC) and embed customer centricity in business decisions, priorities, and ways of working.
• Lead core CS&Q processes, including Customer Satisfaction, Customer Care, and Issue-to-Prevention.
• Drive CCC transformation and digitization, improving customer experience, operational efficiency, digital self-service, and revenue‑generation opportunities.
• Define and execute the country CS&Q strategy in alignment with the Global Quality Strategy and Schneider Quality Policy.
• Drive Continuous Improvement through structured problem‑solving methodologies such as 8D and Six Sigma, while reducing the Cost of Poor‑Quality (CoPQ).
• Overall Accountabilities: Net Promoter and Net Satisfaction performance and associated improvement actions.
• Timely and effective customer care, complaint resolution, and digital support.
• Effective containment and risk mitigation for Business Risk Escalations, Offer Safety Alerts, cybersecurity matters, and critical customer issues.
• Building the capabilities and competencies of the CS&Q and CCC teams.
• Eliminating recurring customer dissatisfaction through containment, root‑cause analysis, corrective action, and prevention.

Skills

Quality management

Customer satisfaction

Root cause analysis

Problem solving

Leadership

Stakeholder management

Communication

Cross-functional leadership

Education

Engineering degree

Quality discipline degree

Job description

Schneider Electric Industries (M) Sdn Bhd in Malaysia seeks a Head of Customer Experience & Quality to lead CS&Q and CCC, driving customer satisfaction and quality improvements across the organization. You will champion the Voice of the Customer and coordinate with regional CS&Q leaders, CCC, and country sales teams.

The role reports to the Country President and collaborates with Global CS&Q to prioritise country needs, while transforming CCC and embedding customer-centric decision