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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.

Key Responsibilities:

  • 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

WE VALUE

  • 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.

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