Lead Cust Exp Specialist
Honeywell
Lead Cust Exp Specialist
Job Description
Lead Customer Experience Specialist
Location: Charlotte, NC (International opportunities available) | Work Arrangement: Hybrid
Overview
Join Honeywell, a Fortune 100 leader in innovative solutions for aerospace, building technologies, performance materials, and safety solutions. As a Lead Customer Experience Specialist, you will play a pivotal role in elevating customer satisfaction across our global operations. Reporting directly to the Director of Customer Experience, you’ll work out of our state-of-the-art facility in Charlotte, NC, on a hybrid schedule that balances collaboration and flexibility. Your expertise in strategy development, feedback analysis, and process optimization will drive exceptional service delivery, ensuring Honeywell's customers receive world-class support and fostering long-term loyalty.
Key Responsibilities
- Design and implement customer experience strategies that align with Honeywell's business objectives, leveraging data analytics to identify pain points and opportunities.
- Lead cross-functional teams in analyzing customer feedback from multiple channels, including surveys, social media, and support tickets, to derive actionable insights.
- Develop and execute improvement initiatives, such as journey mapping and personalization programs, resulting in measurable enhancements in Net Promoter Scores (NPS) and customer retention.
- Collaborate with product, sales, and service teams to integrate customer-centric practices into core operations and product roadmaps.
- Mentor junior specialists, fostering a culture of continuous improvement and excellence in customer interactions.
- Monitor key performance metrics using tools like Tableau and Salesforce, presenting executive-level reports and recommendations.
- Drive innovation in customer support processes, including AI-powered chatbots and proactive outreach campaigns.
What Makes This Role Exciting
This position offers the chance to lead transformative projects at a global scale, impacting millions of customers in critical industries. You'll gain exposure to cutting-edge technologies, collaborate with diverse international teams, and contribute to Honeywell's commitment to sustainability and innovation. With hybrid flexibility, professional growth opportunities, and a supportive culture, you'll thrive while making a tangible difference. If you're passionate about turning customer voices into business success, this is your opportunity to lead at Honeywell.
Summary
As a Lead Customer Experience Specialist here at Honeywell, you will enhance customer satisfaction by developing strategies, analyzing feedback, and driving improvements. Your insights will ensure exceptional service and support.You will report directly to our [Title] and you’ll work out of our [City, State] location on a [Hybrid, On-site, Remote] work schedule.
Locations
- 25/F, 26/F Fengjing Avenue, Xixian, , Xi'an, 14, CN 710300
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
- Proficiency in CRM systems (e.g., Salesforce, Zendesk)intermediate
- Advanced data analytics and visualization (e.g., Tableau, Power BI)intermediate
- Customer journey mapping and UX design principlesintermediate
- Strong leadership and team managementintermediate
- Excellent verbal and written communicationintermediate
- Project management methodologies (e.g., Agile, Six Sigma)intermediate
- Knowledge of VOC (Voice of Customer) tools and methodologiesintermediate
- Cross-functional collaboration and influence skillsintermediate
- Problem-solving and root cause analysisintermediate
- Familiarity with CX metrics and benchmarkingintermediate
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field (experience)
- 5+ years of experience in customer experience, customer success, or service excellence roles (experience)
- Proven track record in developing CX strategies and driving customer satisfaction metrics in a B2B environment (experience)
- Experience leading teams and projects in a multinational corporate setting (experience)
- Strong analytical skills with proficiency in customer data platforms and CRM systems (experience)
- Excellent communication and stakeholder management abilities (experience)
Preferred Qualifications
- Master's degree in Business Analytics or Customer Experience Management (experience)
- Certification in CX methodologies (e.g., CCXP, CSM) (experience)
- Experience in aerospace, manufacturing, or technology industries (experience)
Responsibilities
- Develop comprehensive customer experience strategies to enhance satisfaction and loyalty across Honeywell's product lines
- Analyze customer feedback data from diverse sources to identify trends and recommend targeted improvements
- Lead the creation and execution of customer journey optimization projects, including digital touchpoint enhancements
- Collaborate with sales, product, and engineering teams to embed customer insights into product development and service delivery
- Mentor and guide a team of Customer Experience Specialists, conducting performance reviews and skill development
- Monitor and report on KPIs such as CSAT, NPS, and resolution times using advanced analytics tools
- Innovate support processes by piloting new technologies like AI-driven personalization and self-service portals
Benefits
- general: Competitive base salary and performance-based bonuses
- general: Comprehensive health, dental, and vision insurance
- general: 401(k) with generous company matching
- general: Professional development programs and tuition reimbursement
- general: Flexible hybrid work arrangements and paid time off
- general: Employee stock purchase plan and wellness initiatives
Tags & Categories
Answer 10 quick questions to check your fit for Lead Cust Exp Specialist @ Honeywell.
Related Books and Jobs
Lead Cust Exp Specialist
Honeywell
Lead Cust Exp Specialist
Job Description
Lead Customer Experience Specialist
Location: Charlotte, NC (International opportunities available) | Work Arrangement: Hybrid
Overview
Join Honeywell, a Fortune 100 leader in innovative solutions for aerospace, building technologies, performance materials, and safety solutions. As a Lead Customer Experience Specialist, you will play a pivotal role in elevating customer satisfaction across our global operations. Reporting directly to the Director of Customer Experience, you’ll work out of our state-of-the-art facility in Charlotte, NC, on a hybrid schedule that balances collaboration and flexibility. Your expertise in strategy development, feedback analysis, and process optimization will drive exceptional service delivery, ensuring Honeywell's customers receive world-class support and fostering long-term loyalty.
Key Responsibilities
- Design and implement customer experience strategies that align with Honeywell's business objectives, leveraging data analytics to identify pain points and opportunities.
- Lead cross-functional teams in analyzing customer feedback from multiple channels, including surveys, social media, and support tickets, to derive actionable insights.
- Develop and execute improvement initiatives, such as journey mapping and personalization programs, resulting in measurable enhancements in Net Promoter Scores (NPS) and customer retention.
- Collaborate with product, sales, and service teams to integrate customer-centric practices into core operations and product roadmaps.
- Mentor junior specialists, fostering a culture of continuous improvement and excellence in customer interactions.
- Monitor key performance metrics using tools like Tableau and Salesforce, presenting executive-level reports and recommendations.
- Drive innovation in customer support processes, including AI-powered chatbots and proactive outreach campaigns.
What Makes This Role Exciting
This position offers the chance to lead transformative projects at a global scale, impacting millions of customers in critical industries. You'll gain exposure to cutting-edge technologies, collaborate with diverse international teams, and contribute to Honeywell's commitment to sustainability and innovation. With hybrid flexibility, professional growth opportunities, and a supportive culture, you'll thrive while making a tangible difference. If you're passionate about turning customer voices into business success, this is your opportunity to lead at Honeywell.
Summary
As a Lead Customer Experience Specialist here at Honeywell, you will enhance customer satisfaction by developing strategies, analyzing feedback, and driving improvements. Your insights will ensure exceptional service and support.You will report directly to our [Title] and you’ll work out of our [City, State] location on a [Hybrid, On-site, Remote] work schedule.
Locations
- 25/F, 26/F Fengjing Avenue, Xixian, , Xi'an, 14, CN 710300
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
- Proficiency in CRM systems (e.g., Salesforce, Zendesk)intermediate
- Advanced data analytics and visualization (e.g., Tableau, Power BI)intermediate
- Customer journey mapping and UX design principlesintermediate
- Strong leadership and team managementintermediate
- Excellent verbal and written communicationintermediate
- Project management methodologies (e.g., Agile, Six Sigma)intermediate
- Knowledge of VOC (Voice of Customer) tools and methodologiesintermediate
- Cross-functional collaboration and influence skillsintermediate
- Problem-solving and root cause analysisintermediate
- Familiarity with CX metrics and benchmarkingintermediate
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field (experience)
- 5+ years of experience in customer experience, customer success, or service excellence roles (experience)
- Proven track record in developing CX strategies and driving customer satisfaction metrics in a B2B environment (experience)
- Experience leading teams and projects in a multinational corporate setting (experience)
- Strong analytical skills with proficiency in customer data platforms and CRM systems (experience)
- Excellent communication and stakeholder management abilities (experience)
Preferred Qualifications
- Master's degree in Business Analytics or Customer Experience Management (experience)
- Certification in CX methodologies (e.g., CCXP, CSM) (experience)
- Experience in aerospace, manufacturing, or technology industries (experience)
Responsibilities
- Develop comprehensive customer experience strategies to enhance satisfaction and loyalty across Honeywell's product lines
- Analyze customer feedback data from diverse sources to identify trends and recommend targeted improvements
- Lead the creation and execution of customer journey optimization projects, including digital touchpoint enhancements
- Collaborate with sales, product, and engineering teams to embed customer insights into product development and service delivery
- Mentor and guide a team of Customer Experience Specialists, conducting performance reviews and skill development
- Monitor and report on KPIs such as CSAT, NPS, and resolution times using advanced analytics tools
- Innovate support processes by piloting new technologies like AI-driven personalization and self-service portals
Benefits
- general: Competitive base salary and performance-based bonuses
- general: Comprehensive health, dental, and vision insurance
- general: 401(k) with generous company matching
- general: Professional development programs and tuition reimbursement
- general: Flexible hybrid work arrangements and paid time off
- general: Employee stock purchase plan and wellness initiatives
Tags & Categories
Answer 10 quick questions to check your fit for Lead Cust Exp Specialist @ Honeywell.
Related Books and Jobs