Program Lead, Customer Experience Analytics
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Job Location:
Monthly Salary:
Posted on:
23-10-2025
Vacancies:
1 Vacancy
Job Summary
BUILD A CARREER WITH CONFIDENCE
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 weve 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 youll 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 whats 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 Bachelors 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 Masters 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 Experience 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 isThe 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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Key Skills
- Adobe Analytics
- Data Analytics
- SQL
- Attribution Modeling
- Power BI
- R
- Regression Analysis
- Data Visualization
- Tableau
- Data Mining
- SAS
- Analytics
About Company
As the leading global provider of healthy, safe and sustainable building and cold chain solutions, Carrier Global Corporation is committed to making the world safer, sustainable and more comfortable for generations to come. From the beginning, we've led in inventing new technologies a ... View more
