Digital Analytics Lead – Customer Experience

Digital Analytics Lead – Customer Experience

Digital Analytics Lead – Customer Experience

About the Role

Johnson Controls is seeking a highly skilled, hands-on Digital Analytics Lead to drive measurement, insights, and digital experience optimization across an enterprise ecosystem public-facing websites, portals and web applications. We are looking for a practitioner who enjoys being close to the technology, data, and implementation details while demonstrating strong leadership through influence, expertise, innovation, and ownership.

The ideal candidate brings deep expertise in GA4, Qualtrics, Power BI, digital measurement strategy, and customer insights, with a curiosity for applying GenAI and emerging technologies to modernize analytics and accelerate decision-making.

What You'll Do

Enterprise Analytics Leadership

• Serve as the technical and strategic lead for digital analytics across websites, portals and web applications.
• Define and evolve enterprise measurement standards and tracking frameworks.
• Influence stakeholders through expertise, data-driven storytelling, and thought leadership.
• Act as the primary advisor on web analytics, customer behavior, and digital performance.
• Champion a culture of data-informed decision making.

Hands-On Analytics Implementation

• Oversee, configure, manage, and optimize GA4 implementations.
• Design and maintain event-driven measurement frameworks.
• Lead hands-on tracking validation, debugging, and data quality assurance.
• Partner with development teams to ensure accurate implementation of analytics requirements.

Qualtrics & Customer Insights

• Design and manage Voice-of-Customer programs leveraging Qualtrics.
• Correlate survey feedback with behavioral analytics to uncover actionable insights.
• Translate customer sentiment into recommendations that improve digital experiences.
• Identify friction points throughout customer journeys.

Reporting & Data Visualization

• Develop/enhance executive and operational dashboards using Power BI and enterprise reporting platforms.
• Create scalable reporting frameworks and KPI scorecards.
• Transform complex datasets into actionable business recommendations.
• Build self-service reporting capabilities for stakeholders.

Optimization & Experimentation

• Analyze customer journeys, engagement patterns, and conversion funnels.
• Identify opportunities for:
  • Conversion optimization
  • Content effectiveness
  • User experience improvements
  • Personalization strategies
• Support testing and experimentation initiatives with measurable outcomes.

AI & Innovation

• Explore and implement GenAI-powered analytics capabilities.
• Utilize AI to accelerate:
  • Insight generation
  • Data summarization
  • Trend detection
  • Performance anomaly identification
  • Data storytelling
• Continuously evaluate emerging Martech, Analytics, and AI solutions.
• Bring innovative ideas that improve reporting efficiency and business outcomes.

Required Experience

• 8–10 years of experience in Digital Analytics, Web Analytics, or Customer Insights.
• Advanced expertise in Google Analytics 4, Qualtrics, Power BI
• Proven experience supporting large enterprise web ecosystems and multi-site environments.
• Strong understanding of Digital marketing measurement, Attribution methodologies, Customer journey analytics, Conversion optimization, Data visualization and storytelling
• Strong SQL and analytical skills.
• Experience working directly with business and technical stakeholders.
• Ability to independently drive analytics initiatives from concept through execution.
• Adequate knowledge on Cookie and privacy compliance standards

Preferred Experience

• Tealium experience strongly preferred.
• Experience supporting enterprise web ecosystems.
• BigQuery and Google Cloud experience.
• Experience integrating analytics  and customer experience data.
• Exposure to CDPs and personalization platforms.
• Experience leveraging AI/GenAI within analytics workflows.
• Relevant certifications in GA4, Power BI, Qualtrics, or Google Cloud.

Who Will Be Successful

The ideal candidate:

• Loves being hands-on and close to the data.
• Is equally comfortable discussing tracking architecture with developers and business outcomes with executives.
• Demonstrates leadership through expertise rather than title.
• Brings curiosity, innovation, and a continuous improvement mindset.
• Has a strong bias toward action and accountability.
• Consistently turns data into meaningful business decisions.

Experience Level

Senior Level