Director Customer Experience; CX

Job Description

As Director Customer Experience (CX) here at Honeywell Technologies, you will lead the customer experience strategy and execution for the Hospitality Vertical of Building Automation (BA) Americas, serving as the primary CX leader for the Hospitality business. This leader will be responsible for driving customer satisfaction, operational excellence, and cross‑functional alignment across the customer lifecycle to ensure a seamless, differentiated customer experience.

The Director will partner closely with Sales, Integrated Supply Chain (ISC), Offering Management, Services, and Customer Experience teams to improve business performance, strengthen strategic customer relationships, and drive transformational initiatives that enhance the overall customer journey. The successful candidate will act as a strategic change agent, leading an established Customer Experience organization while championing customer‑centric practices that support growth, retention, operational excellence, and long‑term customer loyalty throughout the Hospitality segment.

You will report to the Senior Director Technical Support and work out of our Atlanta, GA, Northford, CT, or Salem, OR location on a hybrid work schedule.

• Execute the customer experience strategy for the Americas Hospitality Vertical in alignment with Honeywell Building Automation objectives and global CX priorities.
• Identify and implement opportunities to improve customer outcomes, simplify processes, and reduce customer effort across the customer journey.
• Lead transformational initiatives that enhance customer satisfaction, operational performance, and organizational effectiveness.
• Partner with Hospitality business leadership to develop and execute strategic initiatives that support growth objectives and Hospitality STRAP priorities.
• Serve as the voice of the customer, ensuring customer insights influence business decisions, operational priorities, and strategic investments.

• Partner with Operations Management, Sales, Pricing, Integrated Supply Chain, Services, and Customer Experience teams to proactively address customer challenges and improve business performance.
• Influence stakeholders across functions to deliver against customer experience objectives, service commitments, and operating plans.
• Drive accountability and alignment around customer‑focused action plans, performance improvement initiatives, and business commitments.
• Participate in key business operating mechanisms, including planning reviews, SIOP, supply reviews, and operational governance forums.
• Ensure customer‑facing teams have timely and accurate information to deliver effective customer communications and manage expectations.

• Lead executive customer engagement and business review cadences with strategic Hospitality accounts to identify opportunities, mitigate risk, and strengthen customer relationships.
• Establish scalable mechanisms to collect, analyze, and act on customer feedback, including both solicited and unsolicited insights.
• Communicate customer trends, risks, and opportunities to business leaders and stakeholders, driving corrective and preventive actions.
• Develop and maintain robust accountability and action‑tracking processes to ensure customer commitments are executed and closed.

• Lead, coach, and develop a high‑performing Customer Experience organization, fostering a culture of accountability, collaboration, and continuous improvement.
• Ensure the organization has the talent, capacity, processes, tools, and capabilities needed to support business requirements and growth objectives.
• Drive adoption of meaningful customer and operational metrics that improve visibility, decision‑making, and accountability.
• Lead annual operating plan (AOP) activities related to headcount, productivity, organizational effectiveness, technology investments, and workforce planning.
• Present customer experience performance, business insights, and improvement initiatives during leadership and operational reviews.