What You Will Do
As part of our global commitment to enhancing customer experience and brand loyalty, this role will lead the measurement and reporting of Johnson Controls’ customer experience across the organization. The JCI Customer Experience (CX) measurement programs encompass both comprehensive annual relationship studies and brief, event-triggered transactional surveys. You will manage the delivery of these programs and collaborate with regional CX teams, external vendors, internal business partners, IT, and regional leadership. The ideal candidate will possess exceptional organizational skills, strong interpersonal communication abilities, and experience in project management as well as expertise in customer and market research systems, techniques, and processes.
How You Will Do It
- Program Lead for Global Annual CX Studies:
- Create a comprehensive multi-year roadmap in collaboration with business teams and regional CX teams to advance CX program efforts globally.
- Act as the primary liaison with our research partners.
- Manage surveys through Qualtrics.
- Collect and oversee sample files from the regions, ensuring high-quality data.
- Develop and enhance study questionnaires.
- Establish reporting and analytical structures, dashboards, and reports to ensure data is actionable from individual accounts to global insights.
- Maintain close coordination with regional CX teams.
- Other Surveys:
- Serve as the survey expert within our center of excellence for business units, assisting with the creation of high-performance customer surveys to ensure actionable feedback.
- Ensure customer feedback is integrated back into source systems (Salesforce & ServiceMax) and that survey processes are fully automated.
- Acting on Results:
- Ensure that survey results are accurately assigned to capable resources for corrective actions.
- Support CX action planning sessions following the completion of the annual relationship study and as new opportunities arise through transactional surveys or other operational metrics. Prioritize high-impact needs for improvement.
What We Are Looking For
Required Qualifications
- Minimum of 5 years of experience in Customer or Market Research.
- Previous experience in CX/CSAT measurement.
- Strong analytical skills with advanced proficiency in Microsoft Excel (including data analysis, pivot tables, complex formulas, and reporting).
- Experience in project management, alongside a Project Management Certificate and/or Six Sigma background.
- Strong presentation skills.
- Travel Requirement: Less than 10%.
Preferred Qualifications
- Bachelor’s Degree.
- Expertise with Qualtrics.
- Familiarity with Salesforce and/or ServiceMax.
Apply online using the form below. Only applications matching the job profile will be considered.