Director of Customer Experience and Voice of Customer
This leadership role drives the measurement and reporting strategy of Johnson Controls' customer experience performance across the enterprise. The Director will set, agree, and execute the strategic framework for measuring global Net Promoter, Customer Experience, and Loyalty scores.
The role involves ensuring a standardized approach to tracking key metrics, including customer relationships and transaction touchpoints across various segments and offerings globally. This requires regular cadence of actionable customer experience reports to inform commercial and operations teams at the account level.
Key Responsibilities:
1. Create and implement a framework for regular customer experience reporting and action planning.
2. Develop Customer Health Indices to prioritize loyalty drivers and improvement opportunities.
3. Lead the program strategy, evolution, and maturity roadmap for customer experience measurement.
4. Manage customer experience measurement vendors and tools to drive performance insights.
5. Share best practices in customer experience programs and improvement plans.
6. Establish statistical linkages between VOC and financial impacts.
7. Drive a culture of customer experience through effective communication and training.
Requirements:
1. 7+ years of experience in Voice of Customer and Customer Experience Measurement.
2. Proven ability to work effectively in a global matrix organization.
3. Strong project management skills with minimal travel requirements.
PREFERRED QUALIFICATIONS:
1. Master's degree in a relevant field.
2. Project Management certifications (e.g., Six Sigma).