As a Director,\nCustomer Experience (CX) & Field Operations here at Honeywell, you will have the opportunity to lead and\noversee our customer experience program management strategy and initiatives.\nYou will work closely with cross-functional teams to develop and implement\ncustomer-centric programs that enhance customer satisfaction and loyalty. Your\nanalytical skills will be put to use as you analyze customer feedback and data\nto identify areas for improvement and drive continuous improvement efforts.
You’ll work out\nof our Honeywell Northford, CT OR Atlanta, GA location on\na hybrid work schedule.
Overall, the\nimpact of the role will be seen in improved customer satisfaction, increased\nrevenue, stronger cross-functional collaboration, and a customer-centric\nculture, all contributing to the long-term success and growth of the\norganization.
At Honeywell,\nour people leaders play a critical role in developing and supporting our\nemployees to help them perform at their best and drive change across the\ncompany. Help to build a strong, diverse team by recruiting talent, identifying\nand developing successors, driving retention and engagement, and fostering an\ninclusive culture.
As a Director, you will have the opportunity to manage\nand mentor a team of program managers, ensuring the successful execution of\ncustomer experience programs. Your leadership skills will be crucial as you\ncollaborate
Key Responsibilities:Lead and oversee the customer experience program management strategy and initiatives. Develop and implement customer-centric programs to enhance customer satisfaction and loyalty.Develop, own and execute strategies and process to ensure the successful delivery of hospitality products by customersCollaborate with cross-functional teams to drive customer-focused initiatives and ensure alignment with business goals.Work closely with marketing, sales, product development, and other departments to deliver a seamless and exceptional customer experience.Serve as senior leader escalation resource to provide leadership for resolving client issuesAnalyze customer feedback and data to identify areas for improvement and drive continuous improvement efforts.Conduct customer surveys, analyze customer behavior, and leverage data-driven insights to make informed decisions.Manage and mentor a team of program managers to ensure successful execution of customer experience programs.Provide guidance, support, and resources to the team, monitor progress, and ensure timely delivery of projects.Stay updated with industry trends and best practices in customer experience management. Continuously evaluate and implement innovative strategies and technologies to enhance the overall customer experience.Accountable for and able to lead complex global project teamsDevelop and continuously improve key processesLeads development of medium to long-term planning: Annual Operating Plan (AOP) or Strategic Planning (STRAP)BENEFITS OF\nWORKING FOR HONEYWELL
Benefits – Medical, Vision, Dental, Mental HealthPaid Vacation401k Plan & MatchingCareer GrowthProfessional DevelopmentYOU MUST HAVE:8+ years of proven experience in customer experience program management or related field3+ years of people leadership/management experienceTrack record of successfully leading and implementing customer-centric initiativesExtensive client account and project management experience with demonstrated ability to plan and manage the execution of custom development projects and complex client engagementsStrong leadership skills with the ability to influence and drive changeExperience in managing and motivating cross-functional teams and stakeholders.Excellent communication and interpersonal skills. Ability to effectively communicate complex ideas and concepts to both technical and non-technical stakeholders.Ability to analyze data and make data-driven decisions. Proficiency in using data analytics tools and techniques to derive insights and measure the impact of customer experience programs.Experience in managing customer experience in a global organization. Familiarity with cultural nuances and ability to adapt strategies to different markets and customer segments.Financial proficiency at the P&L levelAbility to travel up to 25% domestically and internationally (as necessary)WE VALUE:Bachelor's degree in Business Administration, Marketing, or a related fieldAdvanced degree such as a Master's degree or MBAOutstanding customer service orientationContinuous process improvement mindset and approachCandidate demonstrates ability to develop strong, long-term customer relationshipsRelevant certifications in customer experience management or related fieldsPassion for delivering exceptional customer experiencesA customer-centric mindset and a strong commitment to exceeding customer expectations.Strategic mindset and ability to think creativelyProven ability to develop innovative solutions to enhance the customer experienceStrong\n problem-solving and decision-making skillsAbility\n to identify and address challenges and make informed decisions in a\n fast-paced environmentAbility\n to thrive in a fast-paced and dynamic environmentStrong\n adaptability and resilience to navigate through ambiguity and drive\n resultsExperience\n in driving customer-centric culture and mindset within an organizationAbility\n to inspire and motivate teams to prioritize customer satisfaction and\n loyaltyABOUT\nHONEYWELL
Honeywell\nInternational Inc. (NYSE: HON) invents and commercializes technologies that\naddress some of the world’s most critical challenges around energy, safety,\nsecurity, air travel, productivity, and global urbanization. We are a leading\nsoftware-industrial company committed to introducing state of the art\ntechnology solutions to improve efficiency, productivity, sustainability, and\nsafety in high growth businesses in broad-based, attractive industrial end\nmarkets. Our products and solutions enable a safer, more comfortable, and more\nproductive world, enhancing the quality of life of people around the globe.\nLearn more here: https://www.honeywell.com/us/en
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.