What will you do
As part of the global priority to improve customer experience and brand loyalty, this leadership role drives the measurement and reporting strategy of Johnson Control’s customer experience performance enterprisewide. This includes setting, agreeing and executing the strategic framework, approach and management of the global Net Promoter, Customer Experience and Loyalty score measurement, performance reporting. The role also ensures the action-driving framework for both, immediate account level actions as well as planning improvement priorities to a global standard across the organization.
How you will do it
- Deliver the framework that ensures regular cadence of actionable customer experience reports and help commercial and operations teams take action at the account level and track JCI’s overall customer relationship as well as our performance at key transaction touchpoints, across our different customer segments and offering categories in GP and Regions globally.
- Create Customer Health Indices that clearly articulate the most critical priorities that drive customer loyalty, outline operations strengths and improvement opportunities with suggested action plans for each business unit
- Lead the program strategy, continued evolution and maturity roadmap incl includes the survey design and approach, timing, report standards and work session formats, closed loop reporting to customers, and enterprise reporting of impact and progress to world class best practice standards.
- Define requirements and prioritization of correlation and regression analysis requirements with Data Analytics team to ensure commercial and ops leaders have visibility of high impact opportunities
- Manage customer experience measurement vendors, tool selection and support structures to drive to required cadence of performance insights in synchronization with business requirements
- Sharing of best practice customer experience programs and opportunities based on improvement plans
- Define statistical linkages between VOC and financial impacts and operational KPIs
- Develop and implement best practice frameworks for actionable customer experience insights.
- Create Customer Health Indices to prioritize loyalty drivers and improvement opportunities.
- Drive a culture of customer experience across the organization through effective communication and training.
What we look for
Required
- Minimum 7 years of experience in Voice of Customer and Customer Experience Measurement.
- Proven ability to work effectively within a global matrix organization, navigating diverse teams and cultures to drive results. Experience in managing projects across multiple regions is highly desirable.
- Bachelor’s degree required;
- Strong project management experience is essential, with a solid understanding of project management principles.
- Less than 10% travel.
Preferred
- Master’s degree in the relevant field
- Project Management and relevant certifications (e.g., Six Sigma)
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