Director of Customer Experience and Voice of Customer

As part of the global priority to improve customer experience and brand loyalty, this leadership role drives the measurement and reporting strategy of Johnson Control’s customer experience performance enterprise-wide. This includes setting, agreeing, and executing the strategic framework, approach, and management of the global Net Promoter, Customer Experience, and Loyalty score measurement, performance reporting. The role also ensures the action-driving framework for both immediate account-level actions and planning improvement priorities to a global standard across the organization.

How you will do it

1. Deliver the framework that ensures a regular cadence of actionable customer experience reports, helping commercial and operations teams take action at the account level and track JCI’s overall customer relationship as well as performance at key transaction touchpoints across different customer segments and offering categories in GP and Regions globally.
2. Create Customer Health Indices that clearly articulate the most critical priorities driving customer loyalty, outline operational strengths and improvement opportunities, and suggest action plans for each business unit.
3. Lead the program strategy, including the evolution and maturity roadmap, 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 standards.
4. Define requirements and prioritize correlation and regression analysis with the Data Analytics team to ensure visibility of high-impact opportunities for commercial and operations leaders.
5. Manage customer experience measurement vendors, tool selection, and support structures to maintain the required cadence of performance insights aligned with business needs.
6. Share best practices in customer experience programs and opportunities based on improvement plans.
7. Define statistical linkages between VOC and financial impacts and operational KPIs.
8. Develop and implement best-practice frameworks for actionable customer experience insights.
9. Create Customer Health Indices to prioritize loyalty drivers and improvement opportunities.
10. Drive a customer experience culture across the organization through effective communication and training.

What we look for

1. Required
2. Minimum 7 years of experience in Voice of Customer and Customer Experience Measurement.
3. 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.
4. Strong project management experience with a solid understanding of project management principles.
5. Less than 10% travel.

Preferred

1. Master’s degree in a relevant field.
2. Project Management and relevant certifications (e.g., Six Sigma).