Sr. Director, Customer Experience & Quality - EMEA
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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
- 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
- Strengthening 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.