Director Cust Exp

Position Overview:

As a Regional Customer Experience Leader at Honeywell Building Automation (BA), you'll ensure exceptional customer satisfaction and contribute to our business's success. You'll lead the customer experience strategy, focusing on top-notch service and support. Your responsibilities include deploying best practices in customer experience, managing front-end care, order book management, OTC, training, technical support, and driving CX digital transformation. Reporting to the VPGM of the Region, you'll work from our [Gurgaon, Pune] location on a [Hybrid] schedule, directly impacting customer success and business growth.

Location:

(Gurugram/Pune)

Travel/Territory:

(50 % & 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
  

About Us

Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments powered by our Honeywell Forge software that help make the world smarter, safer and more sustainable.