Company
CustomerExperienceSpecialist
“Customer Experience Specialist. Skills: Customer Experience Measurement, Program Management, Data Analysis, Reporting. Drives the measurement and reporting of Johnson Control’s customer experience enterprise-wide. Managing the delivery of CX measurement programs”
Industry & Context.
analytical skills; advanced proficiency in Microsoft Excel (e. g. , data analysis, pivot tables, complex formulas, and reporting)
Travel Required: Less than 10%
What They're Looking For.
Must Have
Minimum of 5 years Customer or Market Research experience, Previous CX/CSAT measurement experience, analytical skills with advanced proficiency in Microsoft Excel (e. g. , data analysis, pivot tables, complex formulas, and reporting), Project Management experience, presentation skills
Nice to Have
Bachelor’s Degree, Expertise with Qualtrics, Familiarity with Salesforce and/or ServiceMax
What You'll Do.
Drives the measurement and reporting of Johnson Control’s customer experience enterprise-wide
Managing the delivery of CX measurement programs
Liaising with regional CX Teams
internal business partners
IT and regional leadership
Create a multi-year roadmap to mature CX program efforts globally
Manage surveys through Qualtrics
Define and collect sample files from the regions
Develop and improve study questionnaires
Define reporting & analytical structures
dashboards and reports
Maintain close coordination with regional CX teams
Assist & support the creation of high-performance customer surveys
Ensure customer feedback is being integrated back into source systems
Ensure survey processes are fully automated
Ensure survey results are being accurately assigned for corrective actions
Support CX action planning sessions
How You'll Work.
Team & Collaboration
Liaising with the regional CX Teams, outside vendors, internal business partners, IT and regional leadership; Create a multi-year roadmap, in collaboration with business teams and regional CX teams; Maintain close coordination with regional CX teams; Assist & support the creation of high-performance customer surveys for business units; Ensure customer feedback is being integrated back into source systems; Ensure survey results are being accurately assigned to the most capable resources for corrective actions; Support CX action planning sessions
Communication Scope
interpersonal communication skills; presentation skills
Process & Methodology
Project Management experience, Project Management Certificate, Six Sigma Background
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