Director Cust Exp

Position Overview:

Location:

Travel/Territory:

Responsibilities

KEY RESPONSIBILITIES

• Responsible for definition and execution of Customer Experience across the businesses for that region
• Deliver world-class customer support through a set of channels incl. operations, technical support, contact center, and e-commerce/web.
• Direct management of all functions within CX to ensure all functions work towards delivering world class CX for all business within the region.
• Partner with the BA Digital Transformation leader to support the deployment of TITAN and digital capabilities in support of the larger CX digital transformation strategy for that region.
• Ensure all CX Metrics for all functions for that region is established and agreed with the regional leader and meet or exceed them.
• Responsible for CX knowledge sharing across all regional CX leaders within BA
• Drive CX employee and leadership VOE engagement plan across region.
• This position reports to the BA Regional Business leader and matrix reports to the BA Global Customer Experience leader.
  

Qualifications

YOU MUST HAVE

• Bachelor's degree in Business Administration, Engineering or a related field.
• Minimum of 15 years of experience in customer experience management or a related role.
• Strong leadership and people management skills
• Results oriented, with a history of achieving breakthrough results
• Strong analytical, project management, and problem-solving skills
• Excellent communication and interpersonal skills
• Proven track record of driving customer satisfaction and loyalty
  

WE VALUE

• Master's degree in Quality Management or a related field.
• Certifications in quality management (e.g., Six Sigma, Lean) are highly desirable.
• Experience in leading cross-functional teams and driving change.
• Excellent analytical and problem-solving skills.
• Experience in the building automation industry
• Strong communication and interpersonal skills.
• Ability to influence and collaborate with cross-functional teams
• Knowledge of customer experience best practices and methodologies
  

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