Program Lead, Customer Experience Analytics

Customer Experience Program Lead

Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

Key Responsibilities

As a Customer Experience Program Lead, you'll be responsible for:

• Managing the End-to-End NPS Program – set up and configure Qualtrics and SurveyMonkey surveys (NPS, CSAT and other touch points), own the operational cadences with local business owners, track penetration and enable business-unit owners to use the tool.
• Own Customer Data – work with the COE to define and maintain customer master data files, work with business data owners to document what's available/missing, implement data-completion plans, set appropriate sampling strategies and keep source systems clean and accurate.
• Reporting and Analytics – enrich the raw survey data with operational/account information, customize the Qualtrics data dictionary, crunch the numbers (statistics, trends, segmentation, key drivers), build dashboards and reports, interpret results and translate them into plain-language insights and communications for the team and the business.
• Governance & Change Management – Ensure compliance and governance for VOC for the business. Keep NPS/CSAT front and center through working rhythms. Coordinate with champions and stakeholders, run local governance meetings, help operationalize the CX maturity model, co-ordinate topics across projects/functions and generally drive adoption of the customer feedback framework.
• NPS Process Execution – follow the prescribed listen-learn-act cadence: enable local business owners to acknowledge and close detractor alerts within the standard timelines (Inner Loop). Lead the feedback-operationalization Huddle rhythms locally, and partner on Outer-Loop/A3 improvement initiatives using NPS analytics (including Qualtrics' AI/LLM capabilities and complementary data sets such as complaints, quality and employee pulse).

Requirements

We are looking for people who are detail-oriented, data-driven and passionate about customer experience. If this is you, get in touch.

As a minimum you must have:

• 5+ years of experience with a Bachelor's Degree in a relevant discipline – statistics, analytics/data science, marketing, business, psychology, engineering or another tech-/quantitative field.
• OR 3+ years of experience with a Master's Degree in a relevant discipline.
• Strong analytical chops – comfort with statistics, data manipulation and the interpretation of customer feedback (experience with tools such as Excel, SQL/Python/R, Tableau/Power BI or equivalent).
• Advanced bilingual communication (English & Spanish).
• Excellent project management and organizational skills – able to juggle multiple surveys, deadlines and stakeholders.
• Excellent stakeholder engagement skills.

Although not necessary, it would be nice if you have:

• Proven experience administering and configuring Qualtrics or a similar enterprise survey platform to support NPS/CSAT programs.
• Experience running end-to-end CX/NPS/CSAT programs or similar tactical Delivery work: cadence planning, penetration tracking, sampling strategies, data quality, Inner/Huddle/Outer-Loop follow-up.
• Hands-on experience with additional Qualtrics modules (text analytics, customer journey mapping, embedded data) or other CX tools (e.g., Gainsight).
• Experience working in a global/regional environment or with geographically dispersed teams.

Benefits

We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary.

• Have peace of mind and body with our health insurance.
• Drive forward your career through professional development opportunities.

Our Commitment To You

Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way.

Join us and make a difference.

Apply Now!

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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