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: Competitive 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. 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 in Stockport 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 growth through extensive professional development opportunities and a focus on operational excellence, employees can thrive in their careers while contributing to sustainable building solutions that positively impact communities across the EMEA region. The company's competitive compensation package and comprehensive benefits further enhance its appeal as a leading employer in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Sr. Director, Customer Experience & Quality - EMEA in Stockport
✨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 personal connections can open doors that applications alone can’t.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience strategies and think about how your skills align with their goals. We want you to shine and show them why you’re the perfect fit!
✨Tip Number 3
Practice your pitch! Be ready to articulate your experience and how it relates to the role. We recommend rehearsing with a friend or in front of a mirror to boost your confidence before the big day.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can leave a lasting impression. We believe this shows your enthusiasm and professionalism, making you stand out from the crowd.
We think you need these skills to ace Sr. Director, Customer Experience & Quality - EMEA in Stockport
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the role of Sr. Director, Customer Experience & Quality. Highlight your leadership experience and any relevant achievements in quality management and customer satisfaction.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and quality. Share specific examples of how you've driven improvements in these areas in your previous roles.
Showcase Your Data-Driven Mindset:Since this role requires a strong analytical approach, be sure to mention any experience you have with data analysis and decision-making. We want to see how you've used data to enhance customer satisfaction and quality performance.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive your application and get you into our system quickly!
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 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 and driven continuous improvement in previous roles.
✨Demonstrate a Data-Driven Mindset
Be ready to share examples of how you've used data to inform decision-making. Highlight your analytical skills and problem-solving capabilities, especially in complex, matrixed environments.
