Director, Field Operations & Customer Experience (CX) (Finance)

As a Director, Field Operations & Customer Experience (CX) here at Honeywell, you will have the opportunity to lead and oversee our customer experience program management strategy and initiatives for the INNCOM product line. You will work closely with cross-functional teams to develop and implement customer-centric programs that enhance customer satisfaction and loyalty. Your analytical skills will be put to use as you analyze customer feedback and data to identify areas for improvement and drive continuous improvement efforts.

You'll work out of our Honeywell Northford, CT OR Atlanta, GA location on a hybrid work schedule.

Overall, the impact of the role will be seen in improved customer satisfaction, increased revenue, stronger cross-functional collaboration, and a customer-centric culture, all contributing to the long-term success and growth of the organization.
At Honeywell, our people leaders play a critical role in developing and supporting our employees to help them perform at their best and drive change across the company. Help to build a strong, diverse team by recruiting talent, identifying and developing successors, driving retention and engagement, and fostering an inclusive culture.

As a Director, you will have the opportunity to manage and mentor a team of program managers, ensuring the successful execution of customer experience programs. Your leadership skills will be crucial as you collaborateYOU MUST HAVE:

• 8+ years of proven experience in customer experience program management or related field
• 3+ years of people leadership/management experience
• Track record of successfully leading and implementing customer-centric initiatives
• Extensive client account and project management experience with demonstrated ability to plan and manage the execution of custom development projects and complex client engagements
• Strong leadership skills with the ability to influence and drive change
• Experience in managing and motivating cross-functional teams and stakeholders.
• Excellent communication and interpersonal skills. Ability to effectively communicate complex ideas and concepts to both technical and non-technical stakeholders.
• Ability to analyze data and make data-driven decisions. Proficiency in using data analytics tools and techniques to derive insights and measure the impact of customer experience programs.
• Experience in managing customer experience in a global organization. Familiarity with cultural nuances and ability to adapt strategies to different markets and customer segments.
• Financial proficiency at the P&L level
• Ability to travel up to 25% domestically and internationally (as necessary)

WE VALUE:

• Bachelor's degree in Business Administration, Marketing, or a related field
• Advanced degree such as a Master's degree or MBA
• Outstanding customer service orientation
• Continuous process improvement mindset and approach
• Candidate demonstrates ability to develop strong, long-term customer relationships
• Relevant certifications in customer experience management or related fields
• Passion for delivering exceptional customer experiences
• A customer-centric mindset and a strong commitment to exceeding customer expectations.
• Strategic mindset and ability to think creatively
• Proven ability to develop innovative solutions to enhance the customer experience
• Strong problem-solving and decision-making skills
• Ability to identify and address challenges and make informed decisions in a fast-paced environment
• Ability to thrive in a fast-paced and dynamic environment
• Strong adaptability and resilience to navigate through ambiguity and drive results
• Experience in driving customer-centric culture and mindset within an organization
• Ability to inspire and motivate teams to prioritize customer satisfaction and loyalty

Key Responsibilities:

• Lead and oversee the customer experience program management strategy and initiatives. Develop and implement customer-centric programs to enhance customer satisfaction and loyalty.
• Develop, own and execute strategies and process to ensure the successful delivery of hospitality products by customers
• Collaborate with cross-functional teams to drive customer-focused initiatives and ensure alignment with business goals.
• Work closely with marketing, sales, product development, and other departments to deliver a seamless and exceptional customer experience.
• Serve as senior leader escalation resource to provide leadership for resolving client issues
• Analyze customer feedback and data to identify areas for improvement and drive continuous improvement efforts.
• Conduct customer surveys, analyze customer behavior, and leverage data-driven insights to make informed decisions.
• Manage and mentor a team of program managers to ensure successful execution of customer experience programs.
• Provide guidance, support, and resources to the team, monitor progress, and ensure timely delivery of projects.
• Stay updated with industry trends and best practices in customer experience management. Continuously evaluate and implement innovative strategies and technologies to enhance the overall customer experience.
• Accountable for and able to lead complex global project teams
• Develop and continuously improve key processes
• Leads development of medium to long-term planning: Annual Operating Plan (AOP) or Strategic Planning (STRAP)

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.