Director, Customer Experience

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' 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 leadership experience

* 5+ years 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…