Regional Customer Experience Leader
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 President of the Region, you'll work from our [City, State] location on a [Hybrid, On-site, Remote] schedule, directly impacting customer success and business growth.
Location: Dubai
Travel/Territory: (50 % & Territory)
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.
YOU MUST HAVE
• Bachelor's degree in Business Administration, Engineering or a related field
• Minimum of 10 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 HONEYWELL
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. Our products and services include advanced software applications for building control and optimization, energy management systems, access control, video surveillance, and fire products. We are committed to delivering innovative solutions that enhance the quality of life for people around the world. Learn more about Honeywell Building Automation:
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.
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.