Senior Director, Customer Experience & Quality – EMEALocation: EMEAReports To: Vice President QualityFunction: Lean TransformationJohnson ControlsJohnson 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 SummaryThe 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 ResponsibilitiesStrategy & LeadershipDefine and implement the EMEA customer experience and overall quality strategy aligned with global Quality and regional business objectivesLead and develop a high-performing regional quality and customer experience organizationAct as a key advisor to senior leadership on quality performance, customer satisfaction, and risk managementCustomer Experience (CX) ExcellenceDrive 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)Identify key customer pain points and lead cross-functional improvement initiativesQuality Management & ComplianceEnsure compliance with applicable quality standards, regulations, and certifications across EMEA marketsOversee quality assurance processes, audits, and continuous improvement programsDrive product reliability and quality performance to meet technical specifications and customer expectationsOperational Excellence & Continuous ImprovementLead root cause analysis and corrective/preventive action programs (CAPA)Drive Lean / Six Sigma / continuous improvement initiatives across the regionStrengthening quality systems, processes, and digital tools to improve efficiency and transparencyCross-functional CollaborationPartner with Engineering, Manufacturing, Supply Chain, and Commercial teams to ensure quality and CX alignmentCollaborate with global teams to localize best practices for EMEA marketsSupport critical business initiatives such as new product introduction (NPI) and key market expansionRisk & Escalation ManagementManage high-impact quality and customer issues across the regionEstablish escalation mechanisms and ensure timely resolution of critical casesMonitor and mitigate operational and reputational risksSkills & CompetenciesCustomer-centric mindsetData-driven decision makingExcellent communication and relationship‑building abilities across global, regional, and local levels.Ability to operate in complex, matrixed environments with multiple stakeholders.Qualifications & ExperienceMinimum 15 years’ experience in quality, customer experience, or related functions, including regional leadership experienceProven track record in leading large, cross-functional teams in a matrix organizationStrong understanding of quality systems, manufacturing quality, supplier quality, regulatory requirements, and customer experience frameworksExperience in industrial, HVAC, manufacturing, or related industries is highly preferredStrong analytical, problem-solving, and decision-making capabilitiesExcellent communication and stakeholder management skills, with ability to influence senior leadershipWhat We OfferCompetitive Compensation: Attractive salary package aligned with experience and performance.Comprehensive Benefits: Car options, pension, life assurance, employee assistance program, referral incentives, and discount programs.Learning & Development: Extensive professional development, global exposure, and cross‑functional growth opportunities.Inclusive Culture: A collaborative and diverse environment that values innovation, teamwork, and continuous improvement.Safety Commitment: A strong Zero Harm policy embedded in all operations.Diversity & Inclusion: Active Business Resource Groups and a culture that celebrates diverse perspectives.SummaryLocation: Stockport-Cheshire-United KingdomType: Full time
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