Market Intelligence and Customer Experience Leader

Build a career 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, 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.

About This Role

• Market Intelligence and Customer Experience will lead market, competitive, customer and Net Promoter Score intelligence across Climate Solutions Asia Pacific, Middle East and Africa. 
• The role will translate market size, growth, segmentation, competitor, technology, regulatory and Voice-of-Customer insights into clear recommendations that shape strategy, investment priorities, go-to-market plans and portfolio decisions.

Key Responsibilities

• Lead CSAME market, customer, competitive, and NPS intelligence, representing the Strategy team in regional and global intelligence forums.
• Own the annual market reporting process, coordinate country inputs, and translate insights into business planning, portfolio, and growth priorities.
• Manage strategic intelligence activities, including competitor newsletters, market and competitor databases, quarterly reports, and executive insights on market trends, technology shifts, competitor actions, and adjacent growth opportunities.
• Develop deep insight into key end markets and verticals, including commercial buildings, data centers, industrial, residential, and home sectors, with a focus on evolving HVAC customer needs, buying criteria, and decision-making processes.
• Monitor macroeconomic, regulatory, and industry developments across CSAME and translate implications into actionable recommendations.
• Build and maintain internal and external intelligence networks to strengthen market sensing, customer insights, and competitive understanding.
• Lead NPS and Voice of Customer programs, including governance, survey methodology, reporting, and closed-loop improvement.
• Analyze customer feedback and loyalty drivers, identify root causes, and drive prioritized improvement actions with clear ownership and metrics.
• Lead market research projects covering market size, growth, segmentation, channels, competitors, customer behavior, and strategic implications.
• Support CSAME strategy, business development, and corporate development initiatives, including long-range planning, market entry, partnerships, M&A, and strategic projects.
• Strengthen data governance, privacy compliance, and reporting effectiveness through standardized metrics, automation, reliable data sources, and dashboards.
• Align business and functional leaders on priorities, success metrics, and execution roadmaps.

Required Qualifications & Experience

• Bachelor’s degree in business, Marketing, Engineering, Data Analytics, or a related field; MBA or other relevant advanced degree from a leading global institution preferred
• 10+ years of experience in strategy, market intelligence, strategic marketing, customer insights, Voice of Customer (VoC), business analytics, management consulting, or market research related fields.
• Experience in HVAC, building solutions, industrial technology, or adjacent industries preferred.
• Proven experience leading customer feedback programs, including NPS and VoC governance, analytics, closed-loop improvement, and action planning.
• Strong analytical and financial skills, with the ability to translate complex data into clear, actionable insights.
• Good understanding of market dynamics, macroeconomic trends, competitors, customer segments, channels, and business models across CSAME markets.
• Proven ability to develop executive-ready dashboards, insights, and presentations for MBRs, QBRs, and strategic planning processes.
• Strong strategic thinking, stakeholder management, and cross-functional leadership skills, with the ability to influence and drive results without direct authority.
• Strong teamwork, communication, presentation, and multitasking skills, with the ability to deliver high-quality work under tight deadlines.
• Good written and verbal English communication skills. A second language skills in the Asia Pacific, Middle East, and Africa Region will be a plus

Success Measures

• Define and build segment market intelligence & customer exp. roadmap
• Deliver actionable customer, market, and competitive insights to support business reviews and strategy.
• Improve NPS and customer loyalty in priority markets.
• Meet response rate and survey coverage targets with consistent methodology.
• Convert insights into prioritized actions with clear ownership and accountability.
• Drive measurable business impact through improved customer experience and decision-making.
• Enhance reporting efficiency and data quality through standardization, governance, and automation.

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.