What you will do

As part of the global priority to improve customer experience and brand loyalty, the customer experience specialist drives the measurement and reporting of Johnson Control’s customer experience enterprise-wide. JCI CX measurement programs are split between comprehensive, annual relationship studies and brief, event triggered transactional surveys. You will lead the delivery of these programs and liaising with the regional CX Teams, outside vendors, internal business partners, IT and regional leadership.

How you will do it

• Create a multi-year roadmap, in collaboration with business teams and regional CX teams, to mature the CX program efforts globally.
• Be the key liaison with our research partners
• Manage the surveys through Qualtrics
• Define and collect sample files from the regions ensuring high quality data
• Develop and improve study questionnaires
• Define reporting & analytical structures, dashboards and reports. Ensure the data is fully actionable from individual accounts up to global insights.
• Maintain close coordination with regional CX teams
• Be the survey expert as part of our center of excellence for the business units. Assist & support the creation of high-performance customer surveys ensuring actionability of the feedback
• Ensure customer feedback is being integrated back into source systems (Salesforce & ServiceMax) and that the survey processes are fully automated
• Ensure survey results are being accurately assigned to the most capable resources for corrective actions.
• Support CX action planning sessions upon completion of annual relationship study and as new opportunities are identified through the transactional surveys or other operational metrics. Ensure highest impact needs are being targeted for improvement.

What we look for

You will be highly organized, possess strong interpersonal communication skills and have experience in project management as well as expertise in customer/market research systems, techniques and processes.

• Minimum of 5 years Customer or Market Research experience
• Bachelor’s Degree (Minimum)
• Strong analytical skills
• Expertise with Qualtrics
• Project Management experience, Project Management Certificate and/or Six Sigma Background
• Strong presentation skills
• Familiarity with Salesforce and/or ServiceMax a plus