Job Description

The future is what you make it. By joining Honeywell, you become a member of our diverse team of problem solvers, innovators, dreamers, and doers who create the things that shape our future. That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings smart and safe, and even making it possible to breathe on Mars. Working at Honeywell isn’t just about developing cool things. That’s why all of our employees enjoy access to dynamic career opportunities across different fields and industries. Are you ready to help us shape the future?

The Customer Experience Leader is an exciting global role that is a part of Honeywell Building Technologies(HBT) Fire Global Business Enterprise (GBE). This role acts as the liaison between Customer Experience and the Business. The Leader will use data to drive decisions, lead project work , create solutions and meaningful outcomes in cross collaboration with Customer Service, Technical Support and Learning & Enablement. 

KEY RESPONSIBILITIES

Global Business Enterprise responsibilities:

   Single Point of Contact related to all aspects of the Customer Experience (CX) organization (Technical Support, Customer Service, and Learning & Enablement) for the region assigned for Global Business Enterprise ( GBE)  and managing/following up on all projects/initiatives to ensure full awareness in GBE
   Direct engagement and participation in the GBE management operating system, included but not limited to: Monthly Operating Reviews, Weekly Staff Meetings, Management Resource Reviews, and Customer Facing Events
   Responsible for managing a holistic GBE CX Scorecard and Point of View related to all CX financial and key metric commitments, driving CX improvements cross-functionally across all GBE customer touchpoints.
   Seen as the single point of contact for the NPI CX related work
   Will assist in the deployment of large projects to customers to help with adoption included but not limited to: Mergers and acquisition, ecommerce, Entitlement Strategy/Channel Partner Programs

Customer Experience & Functional Alignment Responsibilities:

  Serve as the CX spokesperson and representative in cascading and presenting the Honeywell Building Technologies (HBT) CX Strategic Plan throughout the region assigned for GBE
  Connected to GBE strategies and annual operating plan (AOP) relating to Technical Support, Customer Service, Learning & Enablement, Integrated Supply Chain, Product Marketing, and Sales
  Direct involvement and influence of the CX functions assisting in normal MOS touchpoints with large customers established, standardization efforts, keeping the CX functions on track with the GBE strategic priorities and timelines for CX
  Ensure CX performance is being delivered and clearly aligned between HBT CX and GBE in order to exceed customer expectations
  Drive Customer Portal adoption in line with the CX Balanced Scorecard
  Manage and facilitate a GBE CX Monthly Operating Review with key stakeholders from Technical Support, Customer Service, and Learning & Enablement

Customer Engagement Responsibilities: 

  Participate in Customer Events
  Identify, create, and seek out new Voice of the Customer (VoC) opportunities
  While partnering with key stakeholders, will manage, maintain, and execute on all VoC Rolling Action Items Lists (RAIL) relative to the customers overall experience for their assigned region

YOU MUST HAVE

Bachelors Degree  
5 + years experience working in a B2B customer facing role
5 + years managing projects or programs for commercial organization

WE VALUE

Experience collaborating inside a matrixed global organization

PMP certification
eCommerce experience
Excellent business writing and editing skills
Excellent organizational and project planning skills
Strong communication and presentation skills.
Ability to operate collaboratively
Strong project management skills