Customer Experience Specialist

What will you do

As part of the global priority to improve customer experience and brand loyalty, this role drives the measurement and reporting of Johnson Control’s customer experience enterprise-wide. JCI Customer Experience (CX) measurement programs are split between comprehensive, annual relationship studies and brief, event triggered transactional surveys.  This role is charged with managing the delivery of these programs and liaising with the regional CX Teams, outside vendors, internal business partners, IT and regional leadership.  The candidate needs to be very organized, possess strong interpersonal communication skills and have experience in both project management as well as expertise in customer/market research systems, techniques and processes.

How will you do it

Program Lead for Global Annual CX studies

• 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

 Other surveys

• 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

Acting on Results

• 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 are looking for

Required

• Minimum of 5 years Customer or Market Research experience
• Previous CX/CSAT measurement experience
• Strong analytical skills with advanced proficiency in Microsoft Excel (e.g., data analysis, pivot tables, complex formulas, and reporting).
• Project Management experience, Project Management Certificate and/or Six Sigma Background
• Strong presentation skills
• Travel Required: Less than 10%

Preferred

• Bachelor’s Degree
• Expertise with Qualtrics
• Familiarity with Salesforce and/or ServiceMax

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