Customer Experience (CX) Analytics Manager - Customer Research
Johnson Controls
Neuhausen, Schaffhausen, Switzerland
vor 6 Tg.

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).

Analytics :

  • 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
  • Required

  • 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
  • Preferred

  • 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
  • Bewerben
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