Customer experience specialist

Ph3Customer Experience Specialist /h3 pJob Title: Customer Experience Specialist /p pLocation: 8212 Neuhausen am Rheinfall (SH) /p pEmployment: Full Time, Permanent, 100%, Immediate Start /p h3What you will do /h3 pAs 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. /p h3How you will do it /h3 ul liProgram Lead for Global Annual CX studies /li liCreate a multi-year roadmap, in collaboration with business teams and regional CX teams, to mature the CX program efforts globally. /li liBe the key liaison with research partners /li liManage the surveys through Qualtrics /li liDefine and collect sample files from the regions ensuring high quality data /li liDevelop and improve study questionnaires /li liDefine reporting analytical structures, dashboards and reports. Ensure the data is fully actionable from individual accounts up to global insights. /li liMaintain close coordination with regional CX teams /li liBe the survey expert as part of the center of excellence for the business units. Assist support the creation of high-performance customer surveys ensuring actionability of the feedback /li liEnsure customer feedback is being integrated back into source systems (Salesforce ServiceMax) and that the survey processes are fully automated /li liEnsure survey results are being accurately assigned to the most capable resources for corrective actions. /li liSupport 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. /li /ul h3What we are looking for /h3 h3Required /h3 ul liMinimum of 5 years Customer or Market Research experience /li liPrevious CX/CSAT measurement experience /li liStrong analytical skills with advanced proficiency in Microsoft Excel (data analysis, pivot tables, complex formulas, and reporting) /li liProject Management experience, Project Management Certificate and/or Six Sigma background /li liStrong presentation skills /li liTravel Required: Less than 10% /li /ul h3Preferred /h3 ul liBachelor’s Degree /li liExpertise with Qualtrics /li liFamiliarity with Salesforce and/or ServiceMax /li /ul h3Additional Information /h3 ul liWork location: 8212 Neuhausen am Rheinfall (SH) /li liWorkload: 100% /li liEmployment start: Immediately /li liEmployment duration: Permanent /li liQualification: Skilled /li liWork experience: More than 3 years /li liEducation: Master’s degree from a university or equivalent /li liEnglish: Orally – Very good knowledge, Written – Very good knowledge /li liContact: /li /ul /p #J-18808-Ljbffr