Honeywell International, Inc.
Director, Customer Experience
Honeywell International, Inc., Atlanta, Georgia, United States, 30383
You will be responsible to lead and influence cross functionally to drive timely deliveries and communication to the customers. You will lead and influence cross functional teams to improve customer communications, transactional & non-transactional metrics and be responsible for meeting customer experience expectations. You will identify ways to improve the customer experience and act as a change agent to drive changes globally across the business. You will help Honeywell be the customer's top choice by managing an effective Customer Experience Organization. You will build up your business acumen while learning to address customer needs in today's dynamic global economy.
Lead team efforts to solve complex problems for the customer.
This role will report to the Honeywell Americas CX leader and will matrix report to Americas Hospitality Vertical Business Leader. This role is also responsible for providing overall leadership the Centre of Excellence, setting future strategy, and continuing to grow and develop the capabilities to provide a world class support team.
Key Responsibilities:
Implementing the strategy and objectives in alignment with the overall Honeywell BA customer experience strategy and vision.
Leading and developing teams and nurturing strong talent with transformation skills required for the business
Drives compliance to plans by Critical stakeholders for CX improvement
Work with function/stakeholders to arrive and execute "Go-Green actions" to drive compliance to plan
Participate and review the progress to the plans by functions/stakeholders
Engage & arrive at action plan required by stakeholders/function to drive continuous improvement of customer experience
Execute monthly cadence for selected accounts with key stakeholders
Review the current plan of engagement with selected accounts and participation by stakeholders
Fix the gaps in MOS connecting with selected accounts
Document & publish the feedback from customers impacting business & functions to critical stakeholders
Develop RAIL from key connects on actions to be closed for the selected accounts
Connect with key business functions (OM/Pricing/Sales/ISC/CX)
Attend weekly planning meetings, SIOP reviews, ISC supply reviews etc
Arm the CX reps with right information at right time
Execute & manage messaging for proper customer communication
Develop awareness of business processes
Enable CX functional excellence
Address CX functional challenges to run operations
Ensure competency, Capacity & coverage by CX Function
Execute AOP (census, productivity, footprint, IT plans etc)
Escalate for help with GBE leadership
Prepares and Presents CX functional performance in business & CX MORs
Contributing to the deployment planning process as it relates to the customer experience for Hospitality STRAP initiatives
Continuously improve processes to collect feedback from customers (solicited and unsolicited), to share and use with Business/Regional leadership and employees, to create an effortless customer experience.
Participate in the development of Customer Support systems roadmap to create solutions to reduce customer demand and drive to self-service across purchasing touch points.
Adopting and reporting on the vital few and meaningful metrics to drive improvement across CX.
Assess the external market to inform local business plans; continue to monitor and
evaluate changes which may impact business support
Continue to evaluate organization effectiveness and site performance, driving change initiatives
and reviewing organization design where needed
YOU MUST HAVE
10 years’ or more experience in progressively more responsible roles including customer facing and operational roles such as customer service, order management, technical support or related fields
5 years or more leadership experience
5 years or more of experience in Program Management, Operations and/or Customer Service
Ability to manage complex issues to meet customer experience expectations
Demonstrated leadership of transformational change, globally
Strong, results driven - ability to implement process rigor through organizations
Able to effectively analyze complex requirements
Responsive, reacts with appropriate urgency & professionalism
Demonstrated ability to effectively balance/prioritize issues
Strong relationship building/networking/interpersonal skills including coaching and feedback
Excellent communication skills (written & oral) and presentation skills
Strong bias for action
WE VALUE
Bachelor's/Master’s degree
Excellent organization & project management skills
An ability to direct, lead, and motivate others
A strong understanding of business drivers
An ability to manage complex situations
Comprehensive knowledge of SAP, project management tools, SFDC, Call Center Telephony and digital transformations
Ability to quickly adapt to differing leadership styles across multiple customer business teams
Ability to drive change within peer group and with customer business teams resulting in a higher level of consistency across teams and an elimination of non-value-added activities
Strong verbal and written communications skills
Ability to present complex technical and support issues at peer and executive levels (internal/external customers)
Compensation: The annual base salary range for this position is $177,000 - $221,000. Please note that this salary information serves as a general guideline. Honeywell considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations.
BENEFITS OF WORKING FOR HONEYWELL In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer-subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays.
The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates.
Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments – powered by our Honeywell Forge software – that help make the world smarter, safer and more sustainable.
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.
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Lead team efforts to solve complex problems for the customer.
This role will report to the Honeywell Americas CX leader and will matrix report to Americas Hospitality Vertical Business Leader. This role is also responsible for providing overall leadership the Centre of Excellence, setting future strategy, and continuing to grow and develop the capabilities to provide a world class support team.
Key Responsibilities:
Implementing the strategy and objectives in alignment with the overall Honeywell BA customer experience strategy and vision.
Leading and developing teams and nurturing strong talent with transformation skills required for the business
Drives compliance to plans by Critical stakeholders for CX improvement
Work with function/stakeholders to arrive and execute "Go-Green actions" to drive compliance to plan
Participate and review the progress to the plans by functions/stakeholders
Engage & arrive at action plan required by stakeholders/function to drive continuous improvement of customer experience
Execute monthly cadence for selected accounts with key stakeholders
Review the current plan of engagement with selected accounts and participation by stakeholders
Fix the gaps in MOS connecting with selected accounts
Document & publish the feedback from customers impacting business & functions to critical stakeholders
Develop RAIL from key connects on actions to be closed for the selected accounts
Connect with key business functions (OM/Pricing/Sales/ISC/CX)
Attend weekly planning meetings, SIOP reviews, ISC supply reviews etc
Arm the CX reps with right information at right time
Execute & manage messaging for proper customer communication
Develop awareness of business processes
Enable CX functional excellence
Address CX functional challenges to run operations
Ensure competency, Capacity & coverage by CX Function
Execute AOP (census, productivity, footprint, IT plans etc)
Escalate for help with GBE leadership
Prepares and Presents CX functional performance in business & CX MORs
Contributing to the deployment planning process as it relates to the customer experience for Hospitality STRAP initiatives
Continuously improve processes to collect feedback from customers (solicited and unsolicited), to share and use with Business/Regional leadership and employees, to create an effortless customer experience.
Participate in the development of Customer Support systems roadmap to create solutions to reduce customer demand and drive to self-service across purchasing touch points.
Adopting and reporting on the vital few and meaningful metrics to drive improvement across CX.
Assess the external market to inform local business plans; continue to monitor and
evaluate changes which may impact business support
Continue to evaluate organization effectiveness and site performance, driving change initiatives
and reviewing organization design where needed
YOU MUST HAVE
10 years’ or more experience in progressively more responsible roles including customer facing and operational roles such as customer service, order management, technical support or related fields
5 years or more leadership experience
5 years or more of experience in Program Management, Operations and/or Customer Service
Ability to manage complex issues to meet customer experience expectations
Demonstrated leadership of transformational change, globally
Strong, results driven - ability to implement process rigor through organizations
Able to effectively analyze complex requirements
Responsive, reacts with appropriate urgency & professionalism
Demonstrated ability to effectively balance/prioritize issues
Strong relationship building/networking/interpersonal skills including coaching and feedback
Excellent communication skills (written & oral) and presentation skills
Strong bias for action
WE VALUE
Bachelor's/Master’s degree
Excellent organization & project management skills
An ability to direct, lead, and motivate others
A strong understanding of business drivers
An ability to manage complex situations
Comprehensive knowledge of SAP, project management tools, SFDC, Call Center Telephony and digital transformations
Ability to quickly adapt to differing leadership styles across multiple customer business teams
Ability to drive change within peer group and with customer business teams resulting in a higher level of consistency across teams and an elimination of non-value-added activities
Strong verbal and written communications skills
Ability to present complex technical and support issues at peer and executive levels (internal/external customers)
Compensation: The annual base salary range for this position is $177,000 - $221,000. Please note that this salary information serves as a general guideline. Honeywell considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations.
BENEFITS OF WORKING FOR HONEYWELL In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer-subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays.
The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates.
Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments – powered by our Honeywell Forge software – that help make the world smarter, safer and more sustainable.
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.
#J-18808-Ljbffr