CX & Quality Transformation Leader

Schneider Electric Corp; Petaling Jaya; On-site; MYR 320,000 - 520,000; Full time

Job summary

Schneider Electric is seeking a senior leader to head Customer Experience & Quality (CS&Q) and the Customer Care Center (CCC) in Malaysia. You will drive strategy, transformation, and continuous improvement, championing the Voice of the Customer to improve quality, processes, and customer experience.

You will lead root-cause analysis, escalate critical issues, and collaborate with global CS&Q teams to align priorities with business goals.

Qualifications

• Degree in Engineering, Quality, or a 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).

Skills

Quality leadership

Root-cause analysis

VoC leadership

Stakeholder mgmt

Global collaboration

Education

Degree in Engineering/Quality or related technical discipline

Job description

Schneider Electric is seeking a senior leader to head Customer Experience & Quality (CS&Q) and the Customer Care Center (CCC) in Malaysia. You will drive strategy, transformation, and continuous improvement, championing the Voice of the Customer to improve quality, processes, and customer experience.

You will lead root-cause analysis, escalate critical issues, and collaborate with global CS&Q teams to align priorities with business goals.