I2P Leader

Job Title: Issue to Prevention (I2P) Leader and CXBP H&D BU

Location: Bangalore
Department: CS&Q

Reports To: Sr GM

Job Purpose:

The I2P Leader & CX business Partner is responsible for leading cross-functional efforts to identify, analyze, and eliminate systemic issues across the organization.

This role ensures that lessons learned from past issues are institutionalized through robust preventive actions, driving a culture of continuous improvement and operational excellence.

Additionally this position is the voice of the customer and is a customer experience champion for the BU.

This position acts a conscience keeper & an advocate for the BU Head & the team to keep customer in front of everything we do and to ensure that we are always #Customer First.

Key Responsibilities:


* Issue Management & RCA:



* Lead structured Root Cause Analysis (RCA) for critical issues using methodologies like 5 Whys, Fishbone, or Fault Tree Analysis.


* Facilitate cross-functional problem-solving workshops to identify systemic gaps.

Corrective & Preventive Actions (CAPA):


* Ensure timely implementation and effectiveness verification of CAPAs.


* Develop and track preventive action plans to avoid recurrence of issues.

Data Analysis & Reporting:


* Analyze issue trends, recurring defects, and process deviations using data analytics tools.


* Publish dashboards and reports to communicate insights and progress to leadership.

Process Improvement:


* Collaborate with process owners to redesign processes that eliminate root causes.


* Drive standardization and best practice sharing across teams.

Governance & Compliance:


* Establish governance mechanisms for issue escalation, resolution, and closure.


* Ensure compliance with internal quality standards and external regulatory requirements.

Training & Culture Building:


* Train teams on RCA tools, problem-solving techniques, and preventive thinking.


* Promote a culture of proactive risk identification and mitigation.

Business Enablement:


* Helps the business units in handling major customer pain points across quality, delivery, service or any other touch point affecting their overall experience with Schneider


* Acts as the pivot to bring all the stakeholders (BU, GSC (Supply chain & Logistics), LOB, R&D, Field Services, National Sales etc.) together in resolving issues faced by the customer.


* Leads any recall / containment and works with LOB, Field Services, Logistics & other stakeholders to ensure that customers are not affected


* Leads / plays a key role along with process owner in improvement / correction of any commercial process (across the value chain from Order to Delivery / Order to Execution including vendor / partner processes) affecting customer experience


* Carry out proactive customer visits & supports BU in reactive visits and in each scenario captures the hot point leading to customer dissat and works with...