Director, Customer Experience

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard - your next great opportunity is just a few clicks away!

What we offer

• Competitive salary
• Paid vacation/holidays/sick time - 15 days of vacation first year
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Extensive product and on the job/cross training opportunities with outstanding resources
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy
• Check us out: https://youtu.be/pdZMNrDJviY

What you will do

The Director of Customer Experience will be responsible for developing and implementing a comprehensive global customer experience strategy that enhances customer satisfaction and drives growth. This role will involve defining the target customer journey, prioritizing customer satisfaction initiatives across the enterprise, and designing cross-business unit experiences that deliver exceptional customer value. The ideal candidate will leverage customer insights to create global customer profiles that inform the customer journey, ensuring alignment across commercial, service, operations, and billing processes.

How you will do it

1. Develop Global Customer Experience Strategy:

• Define and implement a global customer experience strategy that aligns with Johnson Controls' business objectives and customer needs.
• Establish a clear target customer journey that enhances customer interactions at every touchpoint based upon market-back customer insight and research.

2. Prioritize Customer Experience Initiatives:

• Collaborate with cross-functional teams to prioritize and implement customer experience initiatives across the enterprise.
• Develop metrics and KPIs to measure the effectiveness of customer experience efforts and drive continuous improvement.

3. Design Cross-Business Unit Experiences:

• Create and oversee the design of integrated customer experiences that span multiple business units, ensuring a cohesive and seamless experience for customers.
• Identify opportunities to enhance customer value through innovative offerings and streamlined processes.

4. Create Global Customer Profiles:

• Analyze customer data and research to develop detailed global customer profiles based on needs, preferences, and behaviors.
• Utilize these profiles to inform the customer journey and drive strategic decision-making.

5. Align Internal Functions:

• Facilitate alignment among commercial, service, operations, and billing teams to ensure a unified approach to customer experience.
• Champion customer-centric practices within the organization, fostering a culture that prioritizes customer outcomes.

6. Stakeholder Engagement:

• Build strong relationships with key stakeholders to advocate for customer experience initiatives and secure necessary resources.
• Present insights and recommendations to executive leadership to influence strategic direction.

7. Voice of the Customer

• Establish statistical linkages between Voice of Customer insights and financial impacts as well as operational KPIs.

What we look for

Required

• Master's degree in business administration, communications or other relevant field.

• Project Management certifications and other relevant certifications (e.g., Six Sigma).
• Strong track record of developing and executing customer experience strategies that drive business growth and customer satisfaction.
• Excellent analytical skills with experience in customer insights and data-driven decision-making.
• Exceptional communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.
• Experience in designing cross-functional processes that enhance customer interactions and simplify operations.
• A minimum of 7 years of experience in Voice of Customer and Customer Experience Measurement.

Performance Criteria:

• Develop Global customer profiles/segments and customer journeys
• Define key metrics and KPIs to measure effectiveness of customer experience efforts across the enterprise
• Provide customer design support for Solution Navigator/Customer Portal

Preferred

• Proven experience in Process or Continuous Improvement
• Certification in Lean Six Sigma, PMP or other relevant methodologies

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