Johnson Controls
manufacturing
Sr.Director,CustomerExperience&Quality-EMEA
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“Sr. Director, Customer Experience & Quality - EMEA at Johnson Controls. Skills: Customer Experience, Quality Management, Process Improvement. Define and implement EMEA customer experience and quality strategy. Lead and develop regional quality and customer experience organization”
What You'll Achieve.
enhance customer satisfaction; strengthen quality governance; support sustainable business growth; meet internal and external expectations; meet regulatory and industry standards
Industry & Context.
analytical, problem-solving, and decision-making capabilities
What They're Looking For.
Must Have
Minimum 15 years’ experience in quality, customer experience, or related functions, including regional leadership experience, Proven track record in leading large, cross-functional teams in a matrix organization, understanding of quality systems, manufacturing quality, supplier quality, regulatory requirements, and customer experience frameworks, analytical, problem-solving, and decision-making capabilities, Excellent communication and stakeholder management skills, with ability to influence senior leadership
Nice to Have
Experience in industrial, HVAC, manufacturing, or related industries is highly preferred
What You'll Do.
Define and implement EMEA customer experience and quality strategy
Lead and develop regional quality and customer experience organization
Drive end-to-end customer experience initiatives
Establish KPIs and governance for customer satisfaction
Ensure compliance with quality standards
Oversee quality assurance processes
and continuous improvement
Drive product reliability and quality performance
Lead root cause analysis and corrective/preventive action programs
Drive Lean / Six Sigma / continuous improvement initiatives
Strengthen quality systems
Partner with Engineering
Collaborate with global teams to localize best practices
Support critical business initiatives
Manage high-impact quality and customer issues
Establish escalation mechanisms and ensure timely resolution
Monitor and mitigate operational and reputational risks
How You'll Work.
Team & Collaboration
Partner with Engineering, Manufacturing, Supply Chain, and Commercial teams; Collaborate with global teams to localize best practices for EMEA markets; Ability to operate in complex, matrixed environments with multiple stakeholders
Communication Scope
Excellent communication and relationship‑building abilities across global, regional, and local levels; Excellent communication and stakeholder management skills, with ability to influence senior leadership
Full Job Description
**Senior Director, Customer Experience & Quality – EMEA** **Location:** EMEA **Reports To:** Vice President Quality **Function:** Lean Transformation **Johnson Controls** Johnson Controls is a global leader in smart, sustainable building solutions. We deliver innovation that transforms environments where people live, work, learn, and play. As the global leader in smart, healthy, and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places, and the planet. We enable customer success through operational excellence, responsible sourcing, supply chain resilience, and long‑term strategic partnerships. **Role Summary** The **Sr. Director Customer Experience & Quality – EMEA** is a strategic leadership role responsible for defining and driving the overall customer experience and quality strategy across the EMEA region. This role oversees quality systems, customer experience programs, and operational and manufacturing and supplier quality excellence, drive key initiatives to ensure products, services, and processes meet both internal and external expectations, as well as regulatory and industry standards. The role will partner closely with regional leadership, commercial teams, and global stakeholders to enhance customer satisfaction, strengthen quality governance, and support sustainable business growth. **Key Responsibilities** **Strategy & Leadership** * Define and implement the EMEA customer experience and overall quality strategy aligned with global Quality and regional business objectives * Lead and develop a high-performing regional quality and customer experience organization * Act as a key advisor to senior leadership on quality performance, customer satisfaction, and risk management **Customer Experience (CX) Excellence** * Drive end-to-end customer experience initiatives across the customer journey (pre-sales to after-sales) * Establish KPIs and governance for customer satisfaction (e.g., NPS, VOC insights) * Identif
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