Customer Experience Specialist

Johnson Controls (Switzerland) seeks a mid-level Customer Experience Specialist in Neuhausen-Schaffhausen to lead global CX measurement and reporting, manage survey programs via Qualtrics, and collaborate with regional teams and vendors. The role requires 5+ years in customer or market research, strong Excel and project management skills, and less than 10% travel. Hybrid work model available.

This role is responsible for driving the global measurement and reporting of Johnson Controls’ customer experience, overseeing programs that include annual relationship studies and transactional surveys. It involves managing CX initiatives, coordinating with regional teams, external vendors, internal partners, IT, and leadership to ensure consistent, data-driven insights across the enterprise.

Responsibilities

• Develop a global multi-year roadmap for CX initiatives in collaboration with business and regional CX teams.
• Serve as the main point of contact for research partners and manage survey execution through Qualtrics.
• Collect and define sample files from regions to ensure data quality and representativeness.
• Design and refine survey questionnaires to improve effectiveness and relevance.
• Create reporting and analytical frameworks, dashboards, and reports for actionable insights at both account and global levels.
• Maintain regular coordination with regional CX teams to align efforts and share best practices.
• Act as a survey expert within the center of excellence, supporting business units in designing high-performing customer surveys.
• Integrate customer feedback into Salesforce and ServiceMax systems and automate survey processes.
• Route survey results to appropriate teams for corrective actions.
• Support CX action planning sessions following annual relationship studies and when new opportunities arise.

Requirements

• Minimum of 5 years of experience in customer or market research.
• Prior experience in CX or CSAT measurement programs.
• Strong analytical abilities with advanced skills in Microsoft Excel, including data analysis, pivot tables, complex formulas, and reporting.
• Project management experience, ideally with a Project Management Certificate or Six Sigma background.
• Excellent presentation skills.
• Travel requirement of less than 10%.

Nice to have

• Bachelor’s degree.
• In-depth expertise with Qualtrіcs.
• Familiarity with Salesforce and/or ServiceMax platforms.