Lead Customer Experience Specialist
Honeywell
Lead Customer Experience Specialist
Job Description
Lead Customer Experience Specialist
Location: International (Hybrid Workplace)
Overview
Honeywell is a Fortune 100 company that delivers industry-changing technology solutions to our world’s most critical challenges in aerospace, buildings, performance materials, safety, and productivity. As a Lead Customer Experience Specialist, you will play a pivotal role in elevating customer satisfaction and loyalty across our global operations. Reporting to the Director of Customer Experience, you will lead initiatives to design, implement, and optimize customer-centric strategies that drive measurable business outcomes. This hybrid role offers flexibility to collaborate with international teams while leveraging Honeywell's cutting-edge tools and resources.
Key Responsibilities
- Lead the development and execution of customer experience strategies, including journey mapping, feedback analysis, and personalization programs to enhance satisfaction scores by 20%+.
- Design and oversee omnichannel customer support frameworks, integrating digital platforms, AI-driven chatbots, and self-service portals for seamless interactions.
- Conduct in-depth customer research and analytics using tools like Qualtrics and Tableau to identify pain points and opportunities for innovation.
- Mentor a team of 5-8 specialists, fostering a culture of empathy, agility, and continuous improvement in customer interactions.
- Collaborate cross-functionally with sales, product, and engineering teams to translate customer insights into product enhancements and service improvements.
- Drive Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics through proactive engagement campaigns and issue resolution protocols.
- Represent customer voice in executive forums, presenting data-driven recommendations to influence strategic roadmaps.
What Makes This Role Exciting
Join a dynamic team at the forefront of Honeywell's customer-first transformation in a high-impact leadership position. You'll have the opportunity to shape global CX standards, work with emerging technologies like AI and IoT for customer engagement, and contribute to sustainable innovations that impact millions. With international exposure, professional growth opportunities, and a collaborative hybrid environment, this role offers unparalleled potential for career advancement in a world-class organization committed to innovation and excellence.
Locations
- 3 George Constantinescu,, Upground building, 5th floor (entrance A) District 2, , Romania, B, RO 020339
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 CRM platforms (e.g., Salesforce, Zendesk)intermediate
- Proficiency in customer analytics tools (e.g., Qualtrics, Tableau, Google Analytics)intermediate
- Strong leadership and team management abilitiesintermediate
- Excellent communication and stakeholder influence skillsintermediate
- Data-driven decision-making and problem-solvingintermediate
- Knowledge of CX methodologies (e.g., Design Thinking, Voice of Customer)intermediate
- Agile project management experienceintermediate
- Cross-cultural communication for international teamsintermediate
- Familiarity with AI/ML applications in customer serviceintermediate
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field (experience)
- 7+ years of experience in customer experience, customer success, or service operations within a technology or industrial sector (experience)
- Proven track record of leading CX teams and delivering measurable improvements in customer metrics (experience)
- Strong analytical skills with experience in customer data platforms and CRM systems (experience)
- International experience managing diverse, global customer bases (experience)
- Fluency in English; additional languages (e.g., Spanish, Mandarin) preferred (experience)
Preferred Qualifications
- Master's degree in Customer Experience Management or MBA (experience)
- Certification in CX (e.g., CCXP from CXPA or Forrester CX Index) (experience)
- Experience in aerospace, manufacturing, or B2B industrial markets (experience)
Responsibilities
- Develop and implement comprehensive customer experience strategies aligned with business objectives
- Lead customer journey mapping workshops and optimization initiatives to reduce friction points
- Analyze customer feedback data to identify trends and recommend actionable improvements
- Manage and mentor a team of CX specialists, ensuring high performance and knowledge sharing
- Collaborate with product and sales teams to integrate customer insights into offerings
- Oversee the deployment of digital CX tools, including AI chatbots and analytics dashboards
- Monitor and report on key KPIs such as NPS, CSAT, and retention rates to senior leadership
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 model with wellness initiatives
- general: Paid time off, parental leave, and employee assistance programs
Tags & Categories
Answer 10 quick questions to check your fit for Lead Customer Experience Specialist @ Honeywell.
Related Books and Jobs
Lead Customer Experience Specialist
Honeywell
Lead Customer Experience Specialist
Job Description
Lead Customer Experience Specialist
Location: International (Hybrid Workplace)
Overview
Honeywell is a Fortune 100 company that delivers industry-changing technology solutions to our world’s most critical challenges in aerospace, buildings, performance materials, safety, and productivity. As a Lead Customer Experience Specialist, you will play a pivotal role in elevating customer satisfaction and loyalty across our global operations. Reporting to the Director of Customer Experience, you will lead initiatives to design, implement, and optimize customer-centric strategies that drive measurable business outcomes. This hybrid role offers flexibility to collaborate with international teams while leveraging Honeywell's cutting-edge tools and resources.
Key Responsibilities
- Lead the development and execution of customer experience strategies, including journey mapping, feedback analysis, and personalization programs to enhance satisfaction scores by 20%+.
- Design and oversee omnichannel customer support frameworks, integrating digital platforms, AI-driven chatbots, and self-service portals for seamless interactions.
- Conduct in-depth customer research and analytics using tools like Qualtrics and Tableau to identify pain points and opportunities for innovation.
- Mentor a team of 5-8 specialists, fostering a culture of empathy, agility, and continuous improvement in customer interactions.
- Collaborate cross-functionally with sales, product, and engineering teams to translate customer insights into product enhancements and service improvements.
- Drive Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics through proactive engagement campaigns and issue resolution protocols.
- Represent customer voice in executive forums, presenting data-driven recommendations to influence strategic roadmaps.
What Makes This Role Exciting
Join a dynamic team at the forefront of Honeywell's customer-first transformation in a high-impact leadership position. You'll have the opportunity to shape global CX standards, work with emerging technologies like AI and IoT for customer engagement, and contribute to sustainable innovations that impact millions. With international exposure, professional growth opportunities, and a collaborative hybrid environment, this role offers unparalleled potential for career advancement in a world-class organization committed to innovation and excellence.
Locations
- 3 George Constantinescu,, Upground building, 5th floor (entrance A) District 2, , Romania, B, RO 020339
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 CRM platforms (e.g., Salesforce, Zendesk)intermediate
- Proficiency in customer analytics tools (e.g., Qualtrics, Tableau, Google Analytics)intermediate
- Strong leadership and team management abilitiesintermediate
- Excellent communication and stakeholder influence skillsintermediate
- Data-driven decision-making and problem-solvingintermediate
- Knowledge of CX methodologies (e.g., Design Thinking, Voice of Customer)intermediate
- Agile project management experienceintermediate
- Cross-cultural communication for international teamsintermediate
- Familiarity with AI/ML applications in customer serviceintermediate
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field (experience)
- 7+ years of experience in customer experience, customer success, or service operations within a technology or industrial sector (experience)
- Proven track record of leading CX teams and delivering measurable improvements in customer metrics (experience)
- Strong analytical skills with experience in customer data platforms and CRM systems (experience)
- International experience managing diverse, global customer bases (experience)
- Fluency in English; additional languages (e.g., Spanish, Mandarin) preferred (experience)
Preferred Qualifications
- Master's degree in Customer Experience Management or MBA (experience)
- Certification in CX (e.g., CCXP from CXPA or Forrester CX Index) (experience)
- Experience in aerospace, manufacturing, or B2B industrial markets (experience)
Responsibilities
- Develop and implement comprehensive customer experience strategies aligned with business objectives
- Lead customer journey mapping workshops and optimization initiatives to reduce friction points
- Analyze customer feedback data to identify trends and recommend actionable improvements
- Manage and mentor a team of CX specialists, ensuring high performance and knowledge sharing
- Collaborate with product and sales teams to integrate customer insights into offerings
- Oversee the deployment of digital CX tools, including AI chatbots and analytics dashboards
- Monitor and report on key KPIs such as NPS, CSAT, and retention rates to senior leadership
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 model with wellness initiatives
- general: Paid time off, parental leave, and employee assistance programs
Tags & Categories
Answer 10 quick questions to check your fit for Lead Customer Experience Specialist @ Honeywell.
Related Books and Jobs