APAC Customer Experience Leader, Operation & Transformation

Job Purpose

Lead regional customer experience and operational excellence transformation across the full customer lifecycle. Apply Lean and Six Sigma methodologies to diagnose processes, conduct Value Stream Mapping (VSM) for core workflows, and identify bottlenecks, gaps, and waste across pre-sales, operations, and post-sales activities. Own the CX metrics framework and lead cross-functional improvement initiatives to reduce end-to-end cycle time, improve the speed and accuracy of information flow, and eliminate non-value-added work. Drive adoption and optimization of digital platforms including SAP, CRM, IPL, and Navigator, while exploring AI-enabled solutions to improve performance. Standardize regional processes in line with BAC's global CX strategy to enhance operational efficiency, customer satisfaction, and customer .

Key Responsibilities

1. CX Metrics Management & Performance Monitoring

Manage a standardized set of CX KPIs across the customer lifecycle, including quote-to-order lead time, on-time delivery (OTD), warranty claim rate, 7-day warranty closure rate, IPL system availability, and forecast accuracy. Maintain automated CX scorecards for real-time tracking, trend analysis, and benchmarking. Consolidate regional CX data, report regularly to regional and global stakeholders, and drive corrective and preventive actions to close performance and process gaps and support continuous improvement.

2. Lean & Six Sigma Driven Process Gap Identification & Optimization

Lead end-to-end customer journey mapping and process assessment using Lean and Six Sigma. Conduct Value Stream Mapping (VSM) across core processes—including inquiry, quotation, order processing, delivery, warranty service, and aftermarket support—to identify bottlenecks, redundant approvals, manual handoffs, system misalignments, and waste. Address key pain points in change order management, ETO production, technical submittals, pricing verification, freight coordination, and payment settlement. Develop improvement plans to streamline workflows, close process gaps, and strengthen customer experience and operational standardization.

3. End-to-End Cycle Time Reduction & Operational Efficiency Upgrade

Lead cross-functional improvement projects to reduce cycle time across lead-to-order, order-to-delivery, and warranty resolution processes. Apply Lean and Six Sigma methods to simplify processes, eliminate non-value-added steps, and automate repetitive tasks to improve speed and data accuracy. Partner with sales, engineering, operations, customer service, and IT to standardize processes, sustain improvements, and achieve lasting reductions in regional end-to-end lead time.

4. Digital Enablement & AI Empowered Process Innovation

Build real-time information-sharing across teams and systems so stakeholders can quickly access accurate order status, quotations, product specifications, warranty updates, and spare parts data. Lead regional rollout of global digital initiatives, including CRM optimization, SAP adoption, Navigator deployment, and broader IPL use. Assess process gaps and apply AI-enabled process optimization and other digital tools to improve CX efficiency, transparency, consistency, and timeliness.

5. CX Culture Building & Global Strategy Implementation

Promote a customer-centric culture by setting unified service communication guidelines and delivering CX training for customer-facing teams. Lead regional CX initiatives such as factory tour enhancements, test lab engagement, and customer satisfaction survey analysis. Align APAC operations and CX activities with BAC's global CX strategy to support strong demand generation, seamless transactions, and an excellent customer experience from installation through product use.

Qualifications & Requirements

• Bachelor's degree in Business Administration, Industrial Engineering, Operations Management, or a related field
• At least 15 years of professional experience in customer experience management, operational excellence, process optimization, or cross-functional project management
• Hands-on experience with Lean/Six Sigma methodologies and Value Stream Mapping (VSM) is required; Lean Green Belt, Black Belt, or Six Sigma certification is strongly preferred
• Strong experience in CRM and SAP operations and optimization; experience in manufacturing or industrial operations is preferred
• Strong analytical and data-driven problem-solving skills, with the ability to independently conduct process diagnosis, gap analysis, and improvement design
• Proven ability to lead cross-functional teams and deliver process optimization and digital improvement projects on time
• Excellent written and spoken English, with strong presentation and cross-functional communication skills; Mandarin speaking ability is a plus
• Strong self-management skills, with the ability to handle multiple projects and deliver high-quality results in a fast-paced, high-pressure environment
• Familiarity with AI tools and digital process innovation is a plus