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As a Sr Director, Customer Experince (CX) here at Honeywell, you will be responsible for shaping and delivering tools and processes to deliver an exceptional end-to-end customer experience. Your role will include driving and leading the strategy behind Customer Experience including customer care and technical support while driving the CX digital transformation strategy.

You will report directly to our Vice President Supply Chain ESS and you’ll work out of our Charlotte, Houston or Rosemont location on a Hybrid 3+ work schedule.

As a people leader at Honeywell, you will play a critical role in developing and supporting our employees to help them perform at their best and drive change across the company. As a key leader, you will continuously work to build a strong, diverse team by recruiting talent, identifying and developing successors, driving retention and engagement, and fostering an inclusive culture.

In this role, you will have a transformative impact on the company by identifying the major contributors to customer experience and working with leaders to improve customer interaction through process changes and improved human interactions. This will enhance the overall customer journey, positively influencing brand reputation and market positioning.

KEY RESPONSIBILITIES

•Responsible for definition and execution of Customer Experience across the businesses and functions within ESS division

•Develop and execute the Global Customer Support strategy

•Develop and conduct CX metrics (CSAT, FCR, NPS, CES) and maturity assessments

•Drive a customer-centric culture throughout the organization, fostering a deep understanding of customer needs and expectations.

•Establish and manage mechanisms for capturing and analyzing customer feedback, ensuring the continuous improvement of products and services based on customer insights.

•Utilize data and analytics to identify trends, opportunities, and areas for improvement in the customer journey.

•Lead the development and maintenance of comprehensive customer journey maps, identifying key touchpoints and areas for optimization.

BENEFITS OF WORKING FOR HONEYWELL:

•Benefits – Medical, Vision, Dental, Mental Health

•Paid Vacation

•401k Plan & Matching

•Career Growth

•Professional Development

YOU MUST HAVE

•10+ years of proven experience in a leadership role focused on customer experience, ideally in a global technology or manufacturing company.

•Strong strategic thinking and analytical skills with the ability to translate customer insights into actionable business strategies.

•Excellent interpersonal and communication skills with the ability to influence and collaborate at all organizational levels.

•Track record of successfully implementing customer experience teams and driving positive business outcomes.

•Demonstrated strengths in operational excellence, especially in establishing strong process metrics, digital tools, and driving a continuous improvement agenda

WE VALUE

•Bachelor's degree in business, marketing, engineering, or a related field; advanced degree preferred.

•Experience in a global organization

•Strong leadership and team management skills

•Innovation and customer- focused mindset

•Ability to develop strategy and translate into actionable plans & drive change through influence

•Collaboration skills to help foster relationships internally and externally and rally folks together around transformation

•Continuous improvement mindset and willingness to listen to feedback

ABOUT HONEYWELL

Honeywell International Inc. (NYSE: HON) invents and commercializes technologies that address some of the world’s most critical challenges around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company committed to introducing state of the art technology solutions to improve efficiency, productivity, sustainability, and safety in high growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable, and more productive world, enhancing the quality of life of people around the globe. Learn more here: https://www.honeywell.com/us/en

THE BUSINESS UNIT

As a global technology leader, Honeywell Energy & Sustainability Solutions (ESS) enables the energy evolution, provides solutions that reduce emissions, and delivers innovative sustainable materials to our customers across industries.

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.