Head of Customer Experience & Quality

Schneider Electric; Petaling Jaya; Sur place; MYR 320 000 - 520 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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).

Connaissances

Quality leadership

Root-cause analysis

VoC leadership

Stakeholder mgmt

Global collaboration

Formation

Degree in Engineering/Quality or related technical discipline

Description du poste

The Head of Customer Experience & Quality is responsible for leading the Customer Satisfaction & Quality (CS&Q) function and the Customer Care Center (CCC), with the objective of enhancing customer satisfaction and contributing positively to the Country's financial performance.

• Lead the development and execution of CS&Q and CCC strategies and business transformation initiatives, while championing the Voice of the Customer to drive quality, process, and customer experience improvements.
• Drive root-cause analysis and structured problem-solving to implement effective corrective actions and sustainable process improvements.
• Serve as the key liaison among regional CS&Q leaders, CCC leaders, and country sales teams, as well as the primary country contact for global Strategic Account (VIP Platinum & Gold) customers.
• Ensure that customer insights, quality issues, and operational performance are translated into clear priorities and actions across the organization.

The role reports to the Country President and serves as a member of the Country Management Committee, with a functional reporting line to the Zone CS&Q-CCC Vice President.

What will you do?

• 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.

What qualifications will make you successful?

• 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.

Bring your customer experience expertise to a team that values impact and innovation.

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It's more than just pay and benefits - it's a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we're here for what matters most to you. Discover more at our Career Page.

* Country-specific programs and initiatives may be available.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

Become an IMPACT Maker with Schneider Electric.

€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries

This position will be posted until filled.

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

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