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 En...