At a Glance
- Tasks: Lead customer experience and quality strategy across EMEA, driving excellence and innovation.
- Company: Join Johnson Controls, a global leader in smart, sustainable building solutions.
- Benefits: Attractive salary, comprehensive benefits, and extensive professional development opportunities.
- Other info: Collaborative culture that values diversity and continuous improvement.
- Why this job: Make a real impact on customer satisfaction and quality in a dynamic environment.
- Qualifications: 15+ years in quality or customer experience with strong leadership skills.
The predicted salary is between 90000 - 120000 € per year.
Location: EMEA
Reports To: Vice President Quality
Function: Lean Transformation
Johnson 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 Summary
The 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, driving 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 Responsibilities
- Strategy & Leadership
- Define and implement the EMEA customer experience and overall quality strategy aligned with global Quality and regional business objectives.
- Lead and develop a high-performing regional quality and customer experience organization.
- Act as a key advisor to senior leadership on quality performance, customer satisfaction, and risk management.
- Customer Experience (CX) Excellence
- Drive 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 initiatives.
- Quality Management & Compliance
- Ensure compliance with applicable quality standards, regulations, and certifications across EMEA markets.
- Oversee quality assurance processes, audits, and continuous improvement programs.
- Drive product reliability and quality performance to meet technical specifications and customer expectations.
- Operational Excellence & Continuous Improvement
- Lead root cause analysis and corrective/preventive action programs (CAPA).
- Drive Lean / Six Sigma / continuous improvement initiatives across the region.
- Strengthen quality systems, processes, and digital tools to improve efficiency and transparency.
- Cross-functional Collaboration
- Partner with Engineering, Manufacturing, Supply Chain, and Commercial teams to ensure quality and CX alignment.
- Collaborate with global teams to localize best practices for EMEA markets.
- Support critical business initiatives such as new product introduction (NPI) and key market expansion.
- Risk & Escalation Management
- Manage high-impact quality and customer issues across the region.
- Establish escalation mechanisms and ensure timely resolution of critical cases.
- Monitor and mitigate operational and reputational risks.
Skills & Competencies
- Customer-centric mindset.
- Data-driven decision making.
- Excellent communication and relationship-building abilities across global, regional, and local levels.
- Ability to operate in complex, matrixed environments with multiple stakeholders.
Qualifications & Experience
- Minimum 15 years’ experience in quality, customer experience, or related functions, including regional leadership experience.
- Proven track record in leading large, cross-functional teams in a matrix organization.
- Strong understanding of quality systems, manufacturing quality, supplier quality, regulatory requirements, and customer experience frameworks.
- Experience in industrial, HVAC, manufacturing, or related industries is highly preferred.
- Strong analytical, problem-solving, and decision-making capabilities.
- Excellent communication and stakeholder management skills, with ability to influence senior leadership.
What We Offer
- Competitive 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.
Sr. Director, Customer Experience & Quality - EMEA employer: Johnson Controls
Johnson Controls is an exceptional employer, offering a dynamic and inclusive work culture that prioritises innovation and collaboration. With a strong commitment to employee development, you will have access to extensive professional growth opportunities and a competitive benefits package, including car options and comprehensive health plans. Located in the EMEA region, this role allows you to make a meaningful impact on customer experience and quality while working alongside a diverse team dedicated to sustainability and operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Sr. Director, Customer Experience & Quality - EMEA
✨Tip Number 1
Network like a pro! Reach out to connections in the industry, attend events, and engage on platforms like LinkedIn. We can’t stress enough how important it is to build relationships that could lead to job opportunities.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience and quality strategies. We want you to show them you’re not just a fit for the role, but also for their mission and values.
✨Tip Number 3
Practice your pitch! Be ready to articulate your experience and how it aligns with the role of Sr. Director, Customer Experience & Quality. We suggest rehearsing with a friend or in front of a mirror to boost your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Sr. Director, Customer Experience & Quality - EMEA
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Sr. Director, Customer Experience & Quality. Highlight your experience in quality management and customer experience, and don’t forget to mention any relevant leadership roles you've held.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about enhancing customer experiences and how your background aligns with our mission at Johnson Controls. Be specific about what you can bring to the table.
Showcase Your Achievements:Quantify your successes! Whether it’s improving customer satisfaction scores or leading successful quality initiatives, we want to see the impact you’ve made in previous roles. Numbers speak louder than words!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Johnson Controls
✨Know Your Customer Experience Metrics
Familiarise yourself with key customer experience metrics like NPS and VOC insights. Be ready to discuss how you've used these metrics in past roles to drive improvements and enhance customer satisfaction.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading cross-functional teams. Discuss specific initiatives where you’ve successfully driven quality and customer experience improvements, showcasing your ability to influence and collaborate with senior leadership.
✨Understand Quality Management Standards
Brush up on relevant quality management standards and regulations applicable in the EMEA region. Be prepared to discuss how you’ve ensured compliance in previous roles and how you would approach quality assurance processes in this new position.
✨Demonstrate a Data-Driven Mindset
Be ready to talk about how you leverage data for decision-making. Share examples of how you've used data analysis to identify customer pain points and implement effective solutions, aligning with the role's focus on continuous improvement.
