The VP Customer Experience & Quality – APAC is a strategic leadership role responsible for defining and driving the overall customer experience and quality strategy across the APAC region. This role oversees quality systems, customer experience programs, and operational and manufacturing and supplier quality excellence, drive key initiatives to ensure products, services, and processes meet both internal and external expectations, as well as regulatory and industry standards.
The role will partner closely with regional leadership, commercial teams, and global stakeholders to enhance customer satisfaction, strengthen quality governance, and support sustainable business growth.
Key Responsibilities
1. Strategy & Leadership
Define and implement the APAC customer experience and overall quality strategy aligned with global Quality and regional business objectives
Lead and develop a high-performing regional quality and customer experience organization
Act as a key advisor to senior leadership on quality performance, customer satisfaction, and risk management
2. Customer Experience (CX) Excellence
Drive end-to-end customer experience initiatives across the customer journey (pre-sales to after-sales)
Establish KPIs and governance for customer satisfaction (e.g., NPS, VOC insights)
Identify key customer pain points and lead cross-functional improvement initiatives
3. Quality Management & Compliance
Ensure compliance with applicable quality standards, regulations, and certifications across APAC markets
Oversee quality assurance processes, audits, and continuous improvement programs
Drive product reliability and quality performance to meet technical specifications and customer expectations
