Software Project & Offer Quality Leader

SW Project and Offer Quality Leader - Ecostruxure Asset Advisor

You will be working closely with the Product Owner, Architect, Scrum Master, Design Lead, Testers, Offer Manager and Project Manager.

The Quality Leaders' mission is to ensure offer development projects deliver what is promised to the customer reaching quality excellence in Offer Creation.

The Quality Leader monitors the future offers in their portfolio and drives any actions required to ensure customer satisfaction.

This position is responsible for the project quality and customer satisfaction of our EcoStruxure Asset Advisor Software, which is a cloud-based asset performance management solution with a primary goal to move customers from reactive maintenance to preventive and predictive maintenance.

Responsibilities & Key Tasks

Offer Quality

• Own End-to-End Customer Experience (CX) and Quality Excellence for our cloud-native platform, including availability, reliability, security, and performance.

• Provide real-time CX and quality insights across the complete digital customer journey (onboarding - operation - support).

• Deploy best practices of Schneider Electric in terms of SW Quality Fundamentals.

• Manage customer escalations using the 8D method.

• Implement Schneider Electric quality processes for new and existing offers.

• In the Issue Review Board, drive escalated quality issues on a cross-functional level applying problem solving methods.

• Drive the lessons learned process and implement best practices based on the field performance and experience.

• Act as Quality Gate authority for software release readiness, Go-Live, rollback decisions, and controlled deviations (derogations).

• Ensure operational quality at scale across multiple regions, cloud environments, and customer segments

Project Quality

• Ensure that Offer Quality is built into each new project to make sure satisfaction is reached for potential future customers, i.e.

following the Offer Lifecycle management, OLM.

• Guarantee that the Voice of Customer is well collected and analyzed to provide robust and ranked customer requirements, including Critical to Quality aspects, to the project team.

• Make the synthesis of lessons learned on product development and drive the feedback loop to the impacted stake holders.

• Define Offer Quality Goals during project lifecycle to include all aspects affecting customer experience.

• Support the deployment of new project processes following the Agile method, including Quality aspects in the PI planning, offer safety, document review, etc.

• Make sure that risk identification, assessment and mitigation plans are managed and updated in the project (assist the Project Manager or lead by delegation).

• Support and coach the project team on methods and quality tools needed to reach Robustness, Customer satisfaction, and Quality targets.

• Prepare the quality summary for each Milestone review and propose Go/No go decision.
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