Director Cust Exp

Position Overview:

As a Regional Customer Experience Leader at Honeywell Building Automation (BA), you'll ensure exceptional customer satisfaction and contribute to our business's success. You'll lead the customer experience strategy, focusing on top-notch service and support. Your responsibilities include deploying best practices in customer experience, managing front-end care, order book management, OTC, training, technical support, and driving CX digital transformation. Reporting to the VPGM of the Region, you'll work from our [Gurgaon, Pune] location on a [Hybrid] schedule, directly impacting customer success and business growth.

Location: (Gurugram/Pune)

Travel/Territory: (50 % & Territory)

KEY RESPONSIBILITIES

• Responsible for definition and execution of Customer Experience across the businesses for that region
• Deliver world-class customer support through a set of channels incl. operations, technical support, contact center, and e-commerce/web.
• Direct management of all functions within CX to ensure all functions work towards delivering world class CX for all business within the region.
• Partner with the BA Digital Transformation leader to support the deployment of TITAN and digital capabilities in support of the larger CX digital transformation strategy for that region.
• Ensure all CX Metrics for all functions for that region is established and agreed with the regional leader and meet or exceed them.
• Responsible for CX knowledge sharing across all regional CX leaders within BA
• Drive CX employee and leadership VOE engagement plan across region.
• This position reports to the BA Regional Business leader and matrix reports to the BA Global Customer Experience leader.

YOU MUST HAVE

• Bachelor's degree in Business Administration, Engineering or a related field.

• Minimum of 15 years of experience in customer experience management or a related role.

• Strong leadership and people management skills

• Results oriented, with a history of achieving breakthrough results

• Strong analytical, project management, and problem-solving skills

• Excellent communication and interpersonal skills

• Proven track record of driving customer satisfaction and loyalty

WE VALUE

• Master's degree in Quality Management or a related field.

• Certifications in quality management (e.g., Six Sigma, Lean) are highly desirable.

• Experience in leading cross-functional teams and driving change.

• Excellent analytical and problem-solving skills.

• Experience in the building automation industry
• Strong communication and interpersonal skills.
• Ability to influence and collaborate with cross-functional teams
• Knowledge of customer experience best practices and methodologies