Lead Customer Experience Specialist

Lead Customer Experience Specialist

As a Lead Customer Experience Specialist here at Honeywell, you will be responsible for driving customer satisfaction, loyalty, and business growth by developing and executing customer experience strategies across the organization. This role serves as the voice of the customer, partnering with cross-functional teams to enhance customer interactions, improve processes, and ensure a seamless end-to-end customer journey.

You will report directly to our Sr Customer Experience Supervisor and you'll work out of our Pittsford, NY or Salem, OR location on a Hybrid work schedule.

In this role, you will impact the efficiency and effectiveness of customer service operations by proactively engaging in projects and process transitions, ensuring timely accounting and lifecycle maintenance of all orders, contracts, and projects in Honeywell systems, and maintaining accurate customer account information. The ideal candidate is a strategic thinker with strong analytical capabilities, excellent relationship-building skills, and a passion for delivering exceptional customer outcomes.

Customer Experience Strategy & Performance

• Own and drive the customer satisfaction (NPS) program, including implementation, performance tracking, analysis, and reporting through executive dashboard reviews.
• Analyze, summarize, and synthesize customer feedback and insights for presentation to senior and executive leadership to support strategic decision-making and roadmap planning.
• Identify, prioritize, and lead initiatives that deliver measurable improvements to customer satisfaction while supporting long-term business objectives.
• Establish and maintain customer experience metrics, performance indicators, and continuous improvement plans.

Customer Journey Management

• Drive and facilitate process improvements, system enhancements, and operational changes that improve customer engagement, efficiency, and overall experience across all touchpoints.
• Develop, maintain, and manage customer experience documentation, including customer journey maps, personas, voice-of-customer insights, and survey data.
• Ensure consistency in customer relationship management practices and customer experience standards across global teams and functions.

Customer Advocacy & Relationship Management

• Serve as a customer advocate by representing customer needs and priorities across the organization.
• Conduct regular business reviews and check-ins with key customers to strengthen relationships, increase satisfaction, and better understand evolving business needs.
• Develop trusted relationships with customers and strategic stakeholders to support long-term loyalty and retention.
• Demonstrate a deep understanding of customer challenges, goals, and opportunities, and effectively align company solutions to customer needs.

Cross-Functional Leadership

• Collaborate with Customer Operations, Sales, Marketing, Finance, Digital, Services, and other business teams to develop scalable customer success programs and improve business outcomes.
• Facilitate effective communication between customers and internal operational teams to ensure timely issue resolution and positive customer experience.
• Build strong partnerships with internal and external stakeholders to drive alignment on customer-focused initiatives.

Business Growth & Strategic Development

• Leverage customer insights and market trends to support business growth initiatives and strategic planning.
• Provide recommendations based on customer feedback, operational data, and financial considerations to drive organizational priorities.

YOU MUST HAVE

• 3+ years' experience in a Customer Services or related field.
• Experience working in fast-paced, dynamic environments with the ability to manage multiple priorities and adapt quickly to change.
• Experience in reviewing and redesigning processes to improve efficiency and customer satisfaction.
• Proficiency with SAP, Customer Portals, Oracle, Excel, and integrated reporting systems to manage customer accounts and order processing effectively.
• Analytical and problem-solving skills with the ability to leverage data to drive recommendations and decision-making.

WE VALUE

• Project management, prioritization, organization, and time management skills.
• Exceptional written communication skills, including the ability to create concise and impactful emails, presentations, reports, and business documentation.
• Demonstrated success collaborating across diverse business functions and stakeholder groups.
• Experience developing both short-term action plans and long-term strategic initiatives.
• Financial acumen with an understanding of business performance, operational costs, and revenue impacts.
• Excellent customer service, communication, presentation, and interpersonal skills.
• Positive, proactive, and solution-oriented mindset.
• Strong integrity, ethics, and commitment to organizational values and culture.

BENEFITS OF WORKING FOR HONEYWELL

In addition to a competitive salary, leading-edge work, and…