What you will do
Though your knowledge and expertise in Customer Research Analysis you will help deliver customer insight to the wider business to improve customer experience and engagement.
You will take advantage of opportunities to drive change and deepen our analysis and insight about our customers and the way they do business with Johnson Controls (JCI).
Conduct simple trend and impact analysis in monthly reporting of customer feedback
Conduct linkage analysis between customer feedback, customer behaviors and financial impact to the company. Apply this to business cases for project prioritization efforts
Map all relevant internal operational data, financial data and external factors to CX data.
Create predictive models based on linkage of CX, financial, behavioral and operational data. Work with IT to apply predictive modeling score to CRMs
Monitor and report case management service levels
Conduct ROI analysis on CX program, case management and improvement efforts
Conduct analysis of non-responders
Analyze results by respondent type (contractor, procurement, owner, etc.)
Uncover insights (response rate, performance levels, action planning engagement, etc.) at the office and account manager (where relevant) level
Overlay organizational and market level factors on CX results
Lead analysis of identifying data driven Best Practices at country, brank and account manager level
Look at Year over Year trends
Reporting / Dashboarding :
Create and distribute a monthly CX dashboard to the entire organization with regional cuts of the results
Weave all related metrics together to tell an impactful customer story which leads to specific recommended actions.
Work with IT to create a monthly consolidated report of the CX Action Plans and their status
Work with Service 800 to create a monthly consolidated report of Hot Alert / Hot Sheet status
Be a very proficient user and resource on Walker, Service 800 and Salesforce reporting sites
Project Management :
Coordinate IT / CX Reporting Tools / CRM alignment efforts with IT and regional leads
Work with IT, analytics teams and outside partners to conduct and apply predictive models within JCI
Minimum of 3-5 years’ experience in Customer Research and Insight
Proficient user of Excel, SPSS, SAS or other analytical tool
Familiarity with research reporting tools such as Qualtrics, Medallia or Confirmit
Degree in Business, Statistics or related field.
Project Management experience, Project Management Certificate and or Six Sigma Background
IT savvy, a good understanding of integrating systems