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Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com (https://c212.net/c/link/?t=0&l=en&o=3847430-1&h=139563088&u=https%3A%2F%2Fwww.corporate.carrier.com%2F&a=corporate.carrier.com) or follow Carrier on social media at @Carrier (https://c212.net/c/link/?t=0&l=en&o=3847430-1&h=4009942256&u=https%3A%2F%2Ftwitter.com%2Fcarrier&a=%40Carrier) .

About the role:

This role is focused on developing and executing an integrated customer experience strategy across the customer lifecycle. Critical focus areas include driving improvements in net promoter scores (NPS), customer journey mapping to ensure strategy/investment alignment with customer value drivers and driving customer adoption/retention in aftermarket services and digital offerings

Key Responsibilities:

+ Create and execute a comprehensive strategy in alignment with the Enterprise strategy to improve overall customer experience across our equipment, aftermarket services, systems and digital offerings

+ Act as CSA’s representative and liaison with the Enterprise team and other Regions and ensure alignment/standardization of Strategy, platforms, tools and metrics

+ Drive standardization across survey design, content, frequency, analysis, insights and corrective action methodologies

+ Lead and coordinate customer experience projects across the various CSA businesses

+ Leverage continuous improvement methodologies to drive data-based insights and corrective action plans to improve NPS and customer success related metrics

+ Collaborate with the Aftermarket services and Digital teams to ensure industry leading adoption, renewal and expansion rates for offerings

+ Be the subject matter expert across the business for NPS, customer success, customer experience and end to end journey mapping.

+ Develop communication channels to share insights and success stories across the organization to foster a culture of customer centricity

Required Qualifications:

+ Bachelor’s degree

+ 8 + years of experience in Customer Experience and/or Customer success

+ 5 + years of experience in implementing customer success/customer satisfaction metrics.

Preferred Qualifications:

+ Experience in XaaS, recurring revenue models and digital offerings in channel based go to market models

+ Experience using platforms like Qualtrics, Gainsight etc

+ Strong analytical skills and ability to synthesize data.

+ Highly collaborative and ability to excel in a matrix environment

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RSRCAR

_Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act._

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