Key Responsibilities
This leadership role is crucial in driving the measurement and reporting strategy of customer experience performance across Johnson Controls, aligning with the global priority to improve customer experience and brand loyalty. The key objectives include setting, agreeing, and executing the strategic framework, approach, and management of the global Net Promoter, Customer Experience, and Loyalty score measurement and performance reporting.
The role ensures a consistent 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 Achieve These Objectives
* You will deliver a framework ensuring regular cadence of actionable customer experience reports. This will enable commercial and operations teams to take action at the account level and track JCI's overall customer relationship as well as our performance at key transaction touchpoints across different customer segments and offering categories globally.
* Create Customer Health Indices that clearly articulate critical priorities driving 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, including survey design and approach, timing, report standards, 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 the 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 required cadence of performance insights in synchronization with business requirements.
* Share 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.
Requirements
Required
* A minimum of 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.
* A Bachelor's degree is required.
* Strong project management experience is essential, with a solid understanding of project management principles.
* Less than 10% travel.
Preferred
* A Master's degree in the relevant field.
* Project Management and relevant certifications (e.g., Six Sigma).