Director, Customer Experience
Honeywell
Director, Customer Experience
Job Description
Director, Customer Experience
Location: United States | Workplace: On-site
Overview
Honeywell is a Fortune 100 company that invents and manufactures technologies to address some of the world's toughest challenges in energy transition, sustainability, and security. We are seeking a strategic Director, Customer Experience (CX) to lead the CX strategy and operations for our Americas Hospitality Vertical. In this pivotal role, you will drive the global customer experience and excellence strategy for technical and customer support teams, ensuring seamless, innovative support for hospitality clients across the Americas. Reporting to the VP of Hospitality Solutions, you will champion customer-centric initiatives that enhance satisfaction, loyalty, and business growth in a dynamic, technology-driven industry.
Key Responsibilities
- Develop and execute a comprehensive CX strategy tailored to the Americas Hospitality Vertical, integrating voice of the customer (VoC) insights with operational excellence.
- Lead global technical and customer support teams, optimizing processes for rapid issue resolution, proactive engagement, and personalized service delivery.
- Collaborate with cross-functional leaders in product, sales, and engineering to align CX initiatives with business objectives and hospitality market needs.
- Implement KPIs, analytics, and CX platforms (e.g., Salesforce Service Cloud, Qualtrics) to measure and improve Net Promoter Score (NPS), customer satisfaction (CSAT), and first-contact resolution rates.
- Drive continuous improvement through training programs, technology adoption, and change management to elevate support team performance.
- Manage P&L for CX operations, forecasting budgets, and demonstrating ROI on customer experience investments.
What Makes This Role Exciting
Join Honeywell's innovative hospitality team at the forefront of smart building solutions, IoT-enabled guest experiences, and sustainable hospitality technologies. You'll have the opportunity to shape the future of customer support in a high-growth vertical, influencing global strategies while working with cutting-edge tools and a collaborative culture. Enjoy impactful leadership, professional growth, and the chance to deliver exceptional experiences for world-class hospitality brands. This role offers visibility to executive leadership and direct contributions to Honeywell's $5B+ hospitality portfolio.
Summary
The Director Customer Experience (CX) is responsible for driving CX Strategy and executing operations for Americas Hospitality Vertical. You will lead the global customer experience and excellence strategy for the technical and customer support teams for Americas Hospitality Vertical.
Locations
- 4001 Fairview Industrial Drive SE, Fairview Industrial, Park, , Salem, OR, US 97302
- Atlanta, GA, US
- Northford, CT, US
- 715 Peachtree Street, N.E., , Atlanta, GA, US 30308
- One Firelite Pl, , Northford, CT, US 06472
Salary
60,000 - 120,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Expertise in CX platforms (Salesforce, Zendesk, Medallia)intermediate
- Proficiency in data analytics and visualization tools (Tableau, Power BI)intermediate
- Deep knowledge of hospitality industry trends, PMS systems, and IoT integrationsintermediate
- Strong leadership and team-building capabilitiesintermediate
- Excellent communication and stakeholder management skillsintermediate
- Strategic thinking with a customer-obsessed mindsetintermediate
- Project management experience (Agile/Scrum methodologies)intermediate
- Financial acumen for P&L managementintermediate
- Change management and process optimization expertiseintermediate
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, Hospitality Management, or a related field (experience)
- 10+ years of progressive experience in customer experience, customer success, or support operations, with at least 5 years in a leadership role (experience)
- Proven track record leading CX strategies in the hospitality, technology, or SaaS industry (experience)
- Experience managing global support teams and P&L accountability in a vertical market (experience)
- Strong understanding of hospitality industry challenges, including smart hotels, IoT, and guest experience technologies (experience)
- Demonstrated ability to drive CX metrics improvement (e.g., NPS >70, CSAT >90%) (experience)
Preferred Qualifications
- Master's degree in Business Administration (MBA) or related field (experience)
- Certifications such as CCXP (Certified Customer Experience Professional) or Six Sigma Black Belt (experience)
- Experience in B2B hospitality tech solutions or with Honeywell/An Honeywell-equivalent enterprise (experience)
Responsibilities
- Design and execute a global CX strategy for Americas Hospitality, incorporating VoC feedback and predictive analytics
- Lead and mentor technical support and customer success teams to achieve operational excellence and SLA adherence
- Partner with product and sales teams to integrate customer insights into roadmap development and go-to-market strategies
- Deploy and optimize CX tools like CRM systems, AI chatbots, and self-service portals for hospitality clients
- Analyze performance data to identify trends, reduce churn, and enhance customer lifetime value
- Develop training and enablement programs to upskill teams on hospitality-specific technologies and best practices
- Oversee budget management, vendor relationships, and CX innovation pilots to drive scalable improvements
Benefits
- general: Competitive base salary and performance-based incentives
- general: Comprehensive health, dental, and vision insurance
- general: 401(k) with generous company matching
- general: Professional development programs and tuition reimbursement
- general: Paid time off, parental leave, and flexible work-life balance initiatives
- general: Employee stock purchase plan and wellness programs
Tags & Categories
Director, Customer Experience
Honeywell
Director, Customer Experience
Job Description
Director, Customer Experience
Location: United States | Workplace: On-site
Overview
Honeywell is a Fortune 100 company that invents and manufactures technologies to address some of the world's toughest challenges in energy transition, sustainability, and security. We are seeking a strategic Director, Customer Experience (CX) to lead the CX strategy and operations for our Americas Hospitality Vertical. In this pivotal role, you will drive the global customer experience and excellence strategy for technical and customer support teams, ensuring seamless, innovative support for hospitality clients across the Americas. Reporting to the VP of Hospitality Solutions, you will champion customer-centric initiatives that enhance satisfaction, loyalty, and business growth in a dynamic, technology-driven industry.
Key Responsibilities
- Develop and execute a comprehensive CX strategy tailored to the Americas Hospitality Vertical, integrating voice of the customer (VoC) insights with operational excellence.
- Lead global technical and customer support teams, optimizing processes for rapid issue resolution, proactive engagement, and personalized service delivery.
- Collaborate with cross-functional leaders in product, sales, and engineering to align CX initiatives with business objectives and hospitality market needs.
- Implement KPIs, analytics, and CX platforms (e.g., Salesforce Service Cloud, Qualtrics) to measure and improve Net Promoter Score (NPS), customer satisfaction (CSAT), and first-contact resolution rates.
- Drive continuous improvement through training programs, technology adoption, and change management to elevate support team performance.
- Manage P&L for CX operations, forecasting budgets, and demonstrating ROI on customer experience investments.
What Makes This Role Exciting
Join Honeywell's innovative hospitality team at the forefront of smart building solutions, IoT-enabled guest experiences, and sustainable hospitality technologies. You'll have the opportunity to shape the future of customer support in a high-growth vertical, influencing global strategies while working with cutting-edge tools and a collaborative culture. Enjoy impactful leadership, professional growth, and the chance to deliver exceptional experiences for world-class hospitality brands. This role offers visibility to executive leadership and direct contributions to Honeywell's $5B+ hospitality portfolio.
Summary
The Director Customer Experience (CX) is responsible for driving CX Strategy and executing operations for Americas Hospitality Vertical. You will lead the global customer experience and excellence strategy for the technical and customer support teams for Americas Hospitality Vertical.
Locations
- 4001 Fairview Industrial Drive SE, Fairview Industrial, Park, , Salem, OR, US 97302
- Atlanta, GA, US
- Northford, CT, US
- 715 Peachtree Street, N.E., , Atlanta, GA, US 30308
- One Firelite Pl, , Northford, CT, US 06472
Salary
60,000 - 120,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Expertise in CX platforms (Salesforce, Zendesk, Medallia)intermediate
- Proficiency in data analytics and visualization tools (Tableau, Power BI)intermediate
- Deep knowledge of hospitality industry trends, PMS systems, and IoT integrationsintermediate
- Strong leadership and team-building capabilitiesintermediate
- Excellent communication and stakeholder management skillsintermediate
- Strategic thinking with a customer-obsessed mindsetintermediate
- Project management experience (Agile/Scrum methodologies)intermediate
- Financial acumen for P&L managementintermediate
- Change management and process optimization expertiseintermediate
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, Hospitality Management, or a related field (experience)
- 10+ years of progressive experience in customer experience, customer success, or support operations, with at least 5 years in a leadership role (experience)
- Proven track record leading CX strategies in the hospitality, technology, or SaaS industry (experience)
- Experience managing global support teams and P&L accountability in a vertical market (experience)
- Strong understanding of hospitality industry challenges, including smart hotels, IoT, and guest experience technologies (experience)
- Demonstrated ability to drive CX metrics improvement (e.g., NPS >70, CSAT >90%) (experience)
Preferred Qualifications
- Master's degree in Business Administration (MBA) or related field (experience)
- Certifications such as CCXP (Certified Customer Experience Professional) or Six Sigma Black Belt (experience)
- Experience in B2B hospitality tech solutions or with Honeywell/An Honeywell-equivalent enterprise (experience)
Responsibilities
- Design and execute a global CX strategy for Americas Hospitality, incorporating VoC feedback and predictive analytics
- Lead and mentor technical support and customer success teams to achieve operational excellence and SLA adherence
- Partner with product and sales teams to integrate customer insights into roadmap development and go-to-market strategies
- Deploy and optimize CX tools like CRM systems, AI chatbots, and self-service portals for hospitality clients
- Analyze performance data to identify trends, reduce churn, and enhance customer lifetime value
- Develop training and enablement programs to upskill teams on hospitality-specific technologies and best practices
- Oversee budget management, vendor relationships, and CX innovation pilots to drive scalable improvements
Benefits
- general: Competitive base salary and performance-based incentives
- general: Comprehensive health, dental, and vision insurance
- general: 401(k) with generous company matching
- general: Professional development programs and tuition reimbursement
- general: Paid time off, parental leave, and flexible work-life balance initiatives
- general: Employee stock purchase plan and wellness programs
Tags & Categories