Director, Customer Experience & Quality - China at Johnson Controls

Wuxi, Jiangsu, China -

Full Time

Start Date

Immediate

Expiry Date

07 Aug, 26

Salary

0.0

Posted On

09 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Management, Customer Experience Management, Voice of Customer (VOC), Supplier Quality Management, Lean, Six Sigma, CAPA, Root Cause Analysis, Stakeholder Management, New Product Introduction (NPI), KPI Monitoring, Cross-functional Leadership

Industry

Industrial Machinery Manufacturing

Description

Job Description Summary The Director, Customer Experience & Quality – China is responsible for leading quality management and customer experience initiatives for a key business line in China. This role drives the development and execution of quality programs aligned with customer needs, ensuring product performance, reliability, and service delivery meet both internal standards and external expectations. The role partners closely with program management, engineering, and supplier quality teams to build a robust quality system, enhance customer satisfaction, and support sustainable business growth. Key Responsibilities 1. Quality Strategy & Execution Develop and implement quality strategies for the China business line aligned with regional and global objectives Establish and monitor quality KPIs, ensuring continuous improvement in product and service performance Define and execute quality programs based on evolving customer requirements 2. Customer Experience (CX) Management Drive customer-centric initiatives to improve end-to-end customer experience Leverage VOC (Voice of Customer) insights to identify gaps and drive improvement actions Partner with commercial and service teams to enhance customer satisfaction and retention 3. Cross-functional Alignment Collaborate with Program Management, Product Engineering, and Supplier Quality to ensure quality alignment across the value chain Support new product introduction (NPI) and ensure quality readiness Drive cross-functional problem-solving and root cause analysis 4. Supplier & Product Quality Oversee supplier quality performance and ensure compliance with company standards Strengthen supplier quality management processes and governance Ensure product reliability meets defined technical standards and customer expectations 5. Best Practices & Process Excellence Evaluate industry best practices and translate them into standardized procedures, policies, and quality frameworks Drive continuous improvement initiatives (e.g., Lean, Six Sigma, CAPA) Enhance quality systems, processes, and tools to improve operational efficiency 6. Team Leadership Lead and develop a high-performing quality and CX team Build organizational capability to support business growth and transformation Foster a culture of accountability, continuous improvement, and customer focus Qualifications Bachelor’s degree or above in Engineering, Quality Management, Business, or a related field Minimum 10+ years of relevant experience in quality management, customer experience, or related functions Proven experience managing medium to large team size in a matrix organization Strong knowledge of quality systems, supplier quality, and product development processes Experience in manufacturing, HVAC, industrial, or related industries preferred Solid background in continuous improvement methodologies (e.g., Lean, Six Sigma) Strong problem-solving and analytical capabilities Excellent communication and stakeholder management skills Fluent in Mandarin and English Johnson Controls: Enhancing the Intelligence of Buildings Your buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission-critical data. Your buildings have a huge variety of functions; they are central to your mission. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.

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Responsibilities

Lead quality management and customer experience initiatives for a key business line in China to ensure product reliability and service delivery. Partner with engineering and supplier quality teams to implement robust quality systems and drive continuous improvement based on customer insights.