Field Quality Excellence Manager

Description:

To establish best-in-class, robust processes in field quality operations through market research and industry benchmarking, while supporting the delivery team in evolving their practices to ensure a world-class customer experience - from logistics and installation to product performance and field quality.

1. Benchmarking Best-in-Class Processes for Field Quality Operations:

- Conduct comprehensive market and industry benchmarking to identify leading practices in field quality operations.

- Evaluate and recommend relevant best-in-class processes for implementation.

- Track the number of processes benchmarked and those recommended for adoption, ensuring alignment with business priorities.

2. Strategy and Framework Facilitation for Customer Experience Excellence:

- Provide structured inputs to Field Quality Head to shape the overall strategy and framework for customer experience excellence.

- Contribute to defining strategic objectives and measurable goals for enterprise-wide customer experience initiatives.

- Collaborate with functional stakeholders to integrate customer-centric thinking into operational plans.

3. Success Indicators and Performance Measurement:

- Recommend effective and relevant customer experience KPIs (e.g., ELAs, NPS, CSAT) for different stages of the customer journey.

- Develop mechanisms for measuring, monitoring, and reporting on these KPIs.

- Ensure success indicators are embedded into business performance reviews and continuous improvement cycles.

4. Audit and Governance Model for Field Quality:

- Design and recommend a robust audit governance model to assess field quality effectiveness.

- Define audit types, methods, frequency, and success measures tailored to field operations.

- Introduce innovative audit practices to drive accountability and performance improvements across the customer lifecycle.

5. Digital Roadmap for Customer Experience and Field Quality:

- Identify digital interventions that enhance customer touchpoints across the logisticsinstallationpost-sale journey.

- Benchmark industry-leading digital experiences and assess applicability.

- Recommend a phased digital roadmap with defined impact metrics to improve visibility, responsiveness, and satisfaction in customer interactions.

6. Stakeholder Collaboration and Change Enablement:

- Act as a catalyst for change by working closely with delivery, logistics, service, product, and IT teams to embed customer-focused improvements.

- Facilitate buy-in through cross-functional alignment, workshops, and communication efforts that build a customer-first culture.

- Support implementation of initiatives with structured feedback loops and governance models.