Customer Experience Quality Governance Specialist

About the role

An Environment Where Collaboration Is Encouraged And Valued

The Type Of Team Player Who Fits In

Responsibilities

• Monitor and assess Z1 (plant-related) and Z5 (logistics-related) complaint records for consistency, completeness, and alignment with CX standards and customer expectations.
• Identify gaps or inconsistencies in complaint documentation and coordinate follow-up with appropriate teams.
• Facilitate follow-up with Quality, Plant, or Logistics teams when documentation or responses are incomplete or delayed.
• Identify recurring complaint patterns by plant, product, or issue type and elevate systemic risks to CX leadership.
• Provide solutions and coordinate with key stakeholders to build and ensure a customer-centric response.
• Support development of consistent, customer-aligned response frameworks in partnership with CX and Quality.
• Facilitate access to quality-related documentation (e.g. certificates, supplier forms, audit materials) to support customer and sales requests, ensuring alignment with Quality-controlled sources.
• Track documentation request trends to identify recurring customer requirements or gaps in available resources.
• Support coordination of customer documentation requests in alignment with Quality and Regulatory teams.
• Coordinate intake and cross-functional alignment for customer-driven label changes in accordance with established governance processes.
• Partner with Commercial Quality/Q info, Regulatory, Plant QA, and CX to gather required inputs and documentation to support label updates.
• Support validation of alignment across customer requirements, specifications, and plant capabilities in partnership with Quality and Regulatory.
• Confirm required inputs and approvals are obtained prior to submission.
• Identify and escalate risks related to specification or labeling misalignment prior to customer impact.
• Track and report trends related to label deviations, late-stage changes, or governance bypasses.
• Serve as the CX Quality & Technical liaison for material creation and change requests.
• Gather required plant, QA, regulatory, and technical inputs necessary to support new material setups or modifications.
• Coordinate and validate that required inputs (specifications, labeling requirements, and supporting documentation) are complete and aligned prior to Evolve submission.
• Identify and escalate inconsistencies, risks, or missing information before system submission.
• Track recurring material setup challenges and recommend process improvements to reduce downstream corrections or customer impact.
• Monitor complaint data integrity and classification consistency in collaboration with Global Quality to support accurate and aligned trend analysis.
• Analyze recurring issues and emerging risks across plants, products, and logistics channels, incorporating both quality and broader CX performance indicators (e.g., OTIF, service-related impacts).
• Generate summary reporting and insights based on CX leadership needs, complementing existing Quality reporting and highlighting customer experience trends across functions.
• Support preparation of materials for recurring cross-functional quality and customer experience review discussions.
• Serve as a liaison between CX, Global Quality, Plant QA, Logistics, Regulatory, and Sales for quality-related matters impacting customer experience.
• Participate in cross-functional quality review discussions to address systemic issues.
• Support continuous improvement initiatives aligned with Operational Excellence and Simplification priorities.

Qualifications

• College diploma in related field preferred.
• Equivalent combination of education and/or experience may be considered.
• Minimum three (3) years of experience in a food manufacturing environment preferred, preferably in quality assurance.
• Experience supporting commercial, master data, or quality processes within SAP.
• Strong Critical Thinking Skills.
• Problem Solving Skills.
• An Analytical Mindset.