Senior Director Customer Experience Insights

Job Details

What you will do:

As part of the global priority to improve customer experience and brand loyalty, this leadership role drives the measurement and reporting of Johnson Control's customer experience insights enterprise-wide. This includes setting the strategy, approach and management of the global Net Promoter and Loyalty score measurement, insights reporting, improvement priority setting and action planning to a global standard across the organization.

The role forms part of our broader Marketing Analytics & Insights Center of Excellence organization.

How you will do it

Delivering clear and actionable insights with VOC Research & Analytics

• Create Customer Health Index that clearly articulates the most critical priorities that drive customer loyalty, outline operations strengths and improvement opportunities with suggested action plans for each business unit
• Lead annual customer research strategy and plan focused on all product, solution and service streams globally. This includes the survey design, timing, report standard, insights work sessions with executive and working teams, prioritization of actions plans and tracking of impact
• Align on and report related operational metrics and assess improvement requirements correlating these metrics with VOC insights for high impact opportunities
• Lead the global JCI NPS Council to ensure the improvement priorities are clear, actioned and reported across the organization
• Lead continued evolution and alignment of the Johnson Controls customer experience measurement, reporting and action planning to world-class best practice and insight priorities
• Manage customer experience measurement vendors and support structures to drive to required cadence of analytics and insights reporting in synchronization with business requirements
• Sharing of best practice customer experience programs and opportunities based on improvement plans
• Define statistical linkages between VOC and financial impacts and operational KPIs

CX Communication & Training

• Lead the global communication plan to ensure awareness, understanding and action focus of CX insights and findings including plan for executive communication, integration into operational cadence, onboarding such as a master class for leadership development and other requests
• Develop and launch NPS training, in partnership to focus the attention on to our customers and reach all JCI employees
• Lead monthly insight reviews and updates with the Executive Committee and lead regional reviews to align on priority actions address customer feedback
• Lead creation of regular cadence of communications within the organization to make CX a tangible part of the organizational culture
• Set up and maintain continual feed of results and customer comments/feedback in communications channels (digital screens, MyJCI, infographics)
• Maintain the customer experience measurement SharePoint site

Managing program health

• Lead and manage outside vendors and internal business leads who manage the overall loyalty and touch point studies
• Hold regular status meeting with vendors and internal business leads to maintain program health, on-time delivery, expansion, priority focus areas and deliver efficiencies
• Expand survey program coverage to all regions, applicable touchpoints & business areas
• Manage program budgets and payments
• Optimize response rates and response cost
• Continually improve collection methods to optimize insights & actionability
• Monitor Case management service levels
• Coordinate IT/CX Reporting Tools/CRM alignment efforts with JCI IT
• Coordinate additions of operational metrics into sample files
• Lead coordination of any RFP efforts with Procurement team

Manage the global customer experience measurement team

• Lead and manage the direct reporting team and global Customer Experience Measurement Insights team high performance
• Drive ongoing team development & training

What we look for:

Requirements

• Minimum of 7-10 years of global Voice of Customer and NPS/Customer Experience Measurement experience
• Effective working in a global matrix organization
• Bachelor's Degree (Minimum) Masters Preferred
• Project Management experience, Project Management Certificate and/or Six Sigma Background

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.