Job Summary
This leadership role drives the measurement and reporting strategy of customer experience performance enterprise-wide at Johnson Controls. It involves setting, agreeing and executing the strategic framework, approach and management of global Net Promoter, Customer Experience and Loyalty score measurement, performance reporting.
About the Role
* You will deliver a framework for regular cadence of actionable customer experience reports to help commercial and operations teams take action at the account level and track JCI's overall customer relationship across different customer segments and offering categories globally.
* You will create Customer Health Indices that articulate critical priorities driving customer loyalty, outline operations strengths and improvement opportunities with suggested action plans for each business unit.
* You will lead the program strategy, continued evolution and maturity roadmap including 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.
* You will 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.
* You will manage customer experience measurement vendors, tool selection and support structures to drive required cadence of performance insights in synchronization with business requirements.
* You will share best practice customer experience programs and opportunities based on improvement plans.
* You will define statistical linkages between VOC and financial impacts and operational KPIs.
* You will develop and implement best practice frameworks for actionable customer experience insights.
* You will create Customer Health Indices to prioritize loyalty drivers and improvement opportunities.
* You will drive a culture of customer experience across the organization through effective communication and training.
Requirements
* 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.
* Bachelor's degree required.
* Strong project management experience is essential, with a solid understanding of project management principles.
* Less than 10% travel.
PREFERRED QUALIFICATIONS
* Master's degree in the relevant field.
* Project Management and relevant certifications (e.g., Six Sigma).