Director, Customer Experience & Quality

This is a strategic leadership role responsible for driving transformation and continuous improvement initiatives across the Zone to enhance customer experience, strengthen offer quality and reliability, and improve operational efficiency. The role partners closely with Zone and Country leadership teams to build a culture of excellence, innovation, and continuous improvement, ensuring sustainable business performance and customer satisfaction. What will you do? Design, deploy, and lead continuous improvement strategies to enhance process efficiency, accelerate digital tool adoption, and strengthen the capabilities of CS&Q professionals across the Zone. Serve on assignment within a designated country to reinforce the CS&Q function, strengthen quality culture, and, where required, provide direct leadership of the country CS&Q organization. Lead the deployment and execution of global Customer Experience initiatives, ensuring effective localization and measurable business impact. Drive res