Customer Satisfaction Leader

at  Trane Technologies

At Trane TechnologiesTM and through our businesses including Trane® and Thermo King®, we create innovative climate solutions for buildings, homes, and transportation that challenge what’s possible for a sustainable world. We’re a team that dares to look at the world’s challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.

JOB SUMMARY：

As a Customer Satisfaction Leader, this individual will develop, manage and communicate customer satisfaction across the Americas. They will scale programs across BUs to ensure consistency in design, execution, analysis and communication of insights. With expertise in quantitative and qualitative research methodologies and design thinking, this role will implement and optimize programs and support the business with actionable insights. As a strategic, innovative and solutions-oriented thinker, this role will guide the team’s strategy, manage multiple satisfaction programs, and lead a team of insights professional(s).

• Independently manage all phases of the market research process including needs identification, project design, execution, analysis, recommendations, and presentation of results
• Set and maintain a strategic research direction and roadmap.
• Build foundational research for the Americas’ HVAC business to better understand the customer and competition.
• Serve as a strategic business partner to multiple teams across the business.
• Proactively analyze internal and external data sources to provide insights to the organization.
• Foster relationships with external and internal partners and establish credibility as a curious partner translating insights into strategies
• Drive standard work and process excellence for the market & customer insights team
• Lead a team who will also assist in managing customer satisfactions programs.