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Senior Director, Customer Experience & Quality – EMEA
Location: EMEA
Reports To: Vice President Quality
Function: Lean Transformation
Johnson Controls
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, 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 Responsibilities
Strategy & Leadership
Customer Experience (CX) Excellence
Quality Management & Compliance
Operational Excellence & Continuous Improvement
Cross-functional Collaboration
Risk & Escalation Management
Skills & Competencies
Qualifications & Experience
What We Offer