Job Description
As part of the global initiative to enhance customer experience and foster brand loyalty, this leadership role is pivotal in driving the measurement and reporting strategy for Johnson Controls' customer experience performance across the enterprise. This position involves setting, agreeing upon, and executing a strategic framework for the global Net Promoter Score, Customer Experience, and Loyalty metrics. The role also guarantees an actionable framework for immediate account-level actions and prioritization of improvement initiatives that align with global standards throughout the organization.
Duties
- Develop best practice frameworks that yield actionable customer experience insights.
- Establish a framework for regular actionable customer experience reports, facilitating account-level actions while tracking Johnson Controls' overall customer relationships and performance across various transaction touchpoints and customer segments globally.
- Create Customer Health Indices that delineate critical priorities to enhance customer loyalty, highlighting operational strengths and outlining improvement opportunities with actionable plans for each business unit.
- Lead the program strategy, including the continued evolution and maturity roadmap, which encompasses survey design and methodology, reporting standards, closed-loop reporting to customers, and enterprise reporting of impact and progress as per world-class best practices.
- Define requirements and prioritize correlation and regression analysis needs with the GFO Data Analytics team to ensure commercial and operations leaders can identify high-impact opportunities.
- Chair the global Johnson Controls CX Council to clarify and action program plans, including improvement, expansion, reporting standards, and responsibilities across the organization.
- Manage customer experience measurement vendors, tool selection, and support structures to synchronize performance insights with business requirements.
- Share best practices and opportunities in customer experience programs based on improvement strategies.
- Establish statistical connections between Voice of the Customer (VOC) metrics, financial impacts, and operational KPIs.
CX Communication & Training
- Lead a comprehensive global communication plan to promote awareness and understanding of CX insights, including strategies for executive communications, operational integration, and onboarding initiatives, such as master classes for leadership development.
- Develop and initiate a CX insights program accessible to all employees to emphasize the importance of customer focus.
- Facilitate monthly insight reviews and updates for leadership, including the Executive Committee, to underscore priority areas and emerging trends from customer feedback.
- Generate a consistent schedule of communications within the organization to embed CX as a vital aspect of the company culture.
- Maintain the customer experience measurement SharePoint site, ensuring it remains accessible to all CX stakeholders.
Managing Program Health
- Lead and collaborate with external vendors, BU CX leads managing overall loyalty and touchpoint studies, alongside assigned Data & Analytics team members, to emphasize priorities and harmonize efforts, fostering a high-performance team culture.
- Conduct regular status meetings with vendors and BU CX leads to monitor program health, timely delivery, expansion efforts, priority areas, and efficiency enhancements.
- Expand survey program coverage to encompass all regions and business units, confirming priority touchpoints and business areas.
- Administer program budgets and payment processes.
- Enhance response rates and optimize response costs.
- Continuously improve data collection methodologies to maximize insights and actionability.
- Monitor service levels for case management.
- Drive planning for integration and system requirements, coordinating IT/CX Reporting Tools/CRM alignment with JCI IT, while providing global gap analyses and progress plans.
- Ensure critical metrics are incorporated into reporting strategies, including Operations Metrics, Customer Revenue, and Pipeline data, in collaboration with the IT/Data Analytics team.
- Evaluate new listening posts and integrate them into the strategic program framework.
- Oversee the coordination of RFP efforts in conjunction with the Procurement team.
Requirements
- Minimum of 7-10 years of global experience in Voice of Customer and NPS/Customer Experience Measurement.
- Proven ability to work effectively in a global matrix organization.
- Bachelor’s degree (minimum); master's degree preferred.
- Project management experience, with a Project Management Certificate and/or a Six Sigma background being advantageous.
Apply online using the form below. Only applications matching the job profile will be considered.