CX Leader India & ROA

Customer Experience Leader for India & ROA

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.

The Business Unit:

Honeywell Building Automation (BA) is a leading global provider of products, software, solutions, and technologies that enable building owners and occupants to ensure their facilities are safe, energy efficient, sustainable, and productive. BA products and services include advanced software applications for building control and optimization, sensors, switches, control systems, and instruments for energy management, access control, video surveillance, fire products, and installation, maintenance, and upgrades of systems. With revenues of $6B in 2022 and approximately 18,000 employees globally, BA is at the forefront of the building automation industry.

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.

Travel/Territory: (50 % & Territory) 

Must have skills - 

·Bachelor's degree in Business Administration, Engineering or a related field

·Minimum of 17 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

• JOB ID: req465744
• Category: Customer Experience
• Relocation Tier:
• Security Clearance:
• Aviation Authority (FAA for US):
• Band: 04
• Referral Bonus: 30000
• Requisition Type: Pre-sourcing Requisition
• US Citizenship:
• FLSA Statement:
• FLSA CODE: Exempt