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Honeywell is hiring a Lead Customer Experience (CX) Program Management Professional. As a Lead Customer Experience Program Management Professional here at Honeywell, you will have the opportunity to shape the customer experience strategy and drive initiatives that enhance customer satisfaction and loyalty. Your expertise in program management, data analytics, and strategic decision-making will be crucial in optimizing our customer experience programs and driving business growth.

As the lead in customer experience program management, you will collaborate with cross-functional teams to define and execute customer-focused initiatives. By analyzing customer feedback and data, you will identify areas for improvement and drive continuous improvement efforts, ensuring that our customers receive exceptional experiences at every touchpoint.

Your strong leadership skills and ability to influence stakeholders at all levels will be instrumental in driving a customer-centric culture within our organization. By fostering collaboration and alignment, you will ensure a seamless and consistent customer experience throughout the customer journey, ultimately driving customer loyalty and business growth.

You’ll work out of our Aguadilla, PR location on a Hybrid work schedule.

Overall, the impact of the Lead Customer Experience Program Management Professional will be seen in enhanced customer satisfaction, increased customer loyalty, improved customer experience strategy, cross-functional collaboration and alignment, data-driven decision-making, and influence on strategic decision-making. These contributions will drive business growth, strengthen the organization's reputation, and solidify its position as a customer-centric leader in the industry.

Key Responsibilities:

• Lead and drive the customer experience program management strategy and initiatives. Develop and implement customer-centric programs to enhance customer satisfaction and loyalty.

• Collaborate with cross-functional teams to define and execute customer-focused initiatives. Work closely with marketing, sales, product development, and other departments to deliver a seamless and exceptional customer experience.

• Analyze customer feedback and data to identify areas for improvement and drive continuous improvement efforts.

• Utilize data-driven insights to make informed decisions and optimize customer experience programs.

• Provide guidance and mentorship to program managers and cross-functional teams. Ensure successful execution of customer experience programs, monitor progress, and drive accountability for results.

• Stay at the forefront of industry trends and best practices in customer experience management. Continuously evaluate and implement innovative strategies and technologies to enhance the overall customer experience.

• Collaborate with senior leadership to shape the customer experience vision and strategy. Influence strategic decision-making and drive alignment with the organization's goals and objectives.

• Works under minimal supervision

• Lead project teams within the business

U.S. PERSON REQUIREMENTS

Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. Person, which is defined as, a U.S. citizen, a U.S. permanent resident, or have protected status in the U.S. under asylum or refugee status.

YOU MUST HAVE:

• 6 years of proven experience in customer experience program management or related field. Track record of successfully leading and implementing customer-centric initiatives.

• Strong leadership skills with the ability to drive change and influence stakeholders at all levels. Experience in managing and mentoring cross-functional teams and driving a customer-centric culture.

• Advanced data analytics skills with the ability to derive insights and make data-driven decisions. Proficiency in using advanced analytics tools and techniques to measure the impact of customer experience programs.

• Excellent communication and interpersonal skills. Ability to effectively communicate complex ideas and concepts to both technical and non-technical stakeholders.

• Experience in managing customer experience in a global organization. Familiarity with cultural nuances and ability to adapt strategies to different markets and customer segments.

• Experience in collaborating with senior leadership and presenting to executive-level stakeholders. Ability to influence strategic decision-making and drive alignment with the customer experience vision.

WE VALUE:

• Bachelor's degree in Business Administration, Marketing, or a related field. Advanced degree such as a Master's degree or MBA is preferred.

• Relevant certifications in customer experience management or related fields are a plus.

• Passion for delivering exceptional customer experiences. A customer-centric mindset and a strong commitment to exceeding customer expectations.

• Strategic thinking and ability to develop innovative solutions to enhance the customer experience. Proven ability to drive change and lead transformational initiatives.

• Strong problem-solving and decision-making skills. Ability to identify and address complex challenges and make informed decisions in a fast-paced environment.

• Ability to thrive in a dynamic and evolving industry. 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.

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.