Head of Customer Experience & Quality

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 - apply today!

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

You must submit an online application to be considered for any position with us. This position will be posted until filled.

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Responsibilities

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.