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Honeywell Sr Director Customer Experience in Charlotte, North Carolina
Honeywell Safety and Productivity Solutions (SPS), is a $8B enterprise, which provides comprehensive solutions that enhance workplace safety and incident response, improve enterprise and workflow performance and enable greater product design innovation. Honeywell SPS serves customers in aerospace, automotive, commercial building, first responder, field service, healthcare, logistics, manufacturing, oil & gas, power and utilities, medical, retail, supply chain, test & measurement and transportation markets.
The Sr. Director Customer Experience (CX) is responsible for driving CX Strategy and executing operations for Safety & Sensing Technologies (SST), a $2B+ business, globally. You will lead the global customer experience and excellence strategy for the technical and customer support teams for Safety & Sensing Technologies across the globe. 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 Global Customer Experience Leader. This role is responsible for being liaison between CX function and business and providing leadership to drive CX strategy and execution across SST globally. Will leverage various CX Centres of Excellence ie. OPEX, PMO, and Training to deliver results and provide a world-class support team.
Implementing the strategy and objectives in alignment with the overall Honeywell Safety & Productivity Solutions customer experience strategy and vision.
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 SPS STRAP initiatives
Continuously improve processes to collect feedback from customers (solicited and unsolicited), to share and use with
Business/Regional leadership and employees, in order 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.
Lead the local preparation and deployment planning for all work transitions moving into or out
of the Kuala Lumpur site
- Assess the external market in order 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
Bachelor's/Master’s degree (preferred)
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
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, 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)
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.