Director, Customer Experience & Quality

This is a strategic leadership role responsible for driving transformation and continuous improvement initiatives across the Zone to enhance customer experience, strengthen offer quality and reliability, and improve operational efficiency. The role partners closely with Zone and Country leadership teams to build a culture of excellence, innovation, and continuous improvement, ensuring sustainable business performance and customer satisfaction.

What will you do?

• Design, deploy, and lead continuous improvement strategies to enhance process efficiency, accelerate digital tool adoption, and strengthen the capabilities of CS&Q professionals across the Zone.
• Serve on assignment within a designated country to reinforce the CS&Q function, strengthen quality culture, and, where required, provide direct leadership of the country CS&Q organization.
• Lead the deployment and execution of global Customer Experience initiatives, ensuring effective localization and measurable business impact.
• Drive resolution of high-profile and business-critical quality issues, leveraging structured problem-solving methodologies and cross-functional collaboration.
• Partner with the Zone CS&Q Leadership Team to define and execute strategies that continuously elevate customer experience through robust and sustainable improvements in offers, processes, tools, and people capabilities.
• Champion operational excellence and continuous improvement programs that deliver measurable productivity gains and internal efficiencies.
• Lead the planning and execution of data-driven preventive actions to proactively mitigate quality risks and improve customer outcomes.
• Coach and develop Zone I2P teams in advanced problem-solving methodologies, fostering a culture of continuous improvement and operational excellence.
• Promote and leverage digital technologies, analytics, and automation tools to enhance decision-making, efficiency, and customer experience.

• Strong business acumen with a solid understanding of profit and loss (P&L) management.
• Proven ability to influence stakeholders and drive alignment across functions.
• Excellent verbal and written communication skills.
• Demonstrated capability to build strong cross-functional partnerships and foster collaboration.
• Customer-focused mindset with a passion for delivering exceptional customer experiences.
• Experienced in working within multicultural environments and leading teams through indirect or matrix reporting structures.

• Expert-level problem-solving and issue resolution capabilities, with a structured and data-driven approach.
• Strong technical foundation.
• Highly analytical, adaptable, and capable of thriving in a fast-paced environment.
• Bachelor's degree in Engineering or a related technical discipline preferred.
• 8-10 years of experience in Quality Management within manufacturing, operations, or factory environments.
• Trained and experienced in Lean and Six Sigma methodologies, with a track record of driving continuous improvement initiatives.

• High-visibility role with direct influence on organizational strategy and customer outcomes
• Opportunity to lead transformation and embed a customer-first culture at scale
• Collaborative environment with access to senior leadership and cross-functional partners
• Comprehensive development programs and pathways for continued career growth