Unilever has appointed Faraz Zaidi as head-HR for global customer operations, reinforcing its focus on aligning people strategy with operational performance across markets. In his new role, Zaidi will lead the global people agenda for customer operations. He will work closely with senior leadership to align talent, capability, and organisational culture with business priorities.
His mandate includes organisation design, workforce planning, productivity improvement, and supporting large-scale transformation initiatives as the company continues to evolve its operating model. The role places him at the centre of strategic decision-making on workforce structure and capability building. Customer operations is a critical function that supports execution across markets and channels, making HR leadership central to driving efficiency and performance at scale.
Zaidi brings over 18 years of experience in human resources, including more than 15 years at Unilever across global, regional and country roles. Most recently, he served as HR director, Global Business Services, where he led HR across multiple service lines supporting over 2,500 employees across markets.
His earlier roles include HR director for UniOps in Market, covering technology, data and analytics, and employee experience, as well as HR director for supply chain in North Africa, the Middle East, and Turkey. He has led transformation programmes, organisational redesign, and capability-building initiatives across diverse geographies.
Zaidi also served as global employee experience lead, where he introduced large-scale employee- feedback frameworks and helped embed a more data-driven approach to workforce insights. Earlier in his career, he held roles at MCB Bank and IAL Saatchi & Saatchi.
His appointment underscores Unilever’s continued emphasis on building future-ready teams, strengthening organisational capability, and aligning workforce strategy with business- transformation priorities across its global operations.
