Senior Customer Experience Operational Leader

Job Summary

Description

As a Senior Customer Experience Operational Leader 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 and your ability to analyze data-driven insights will be crucial in optimizing our customer experience programs.

You will report directly to our META Region Director of Customer Experience and youll work out of our Cairo Egypt location on a Semi-Hybrid work schedule.

In this role you will impact improved customer satisfaction increased revenue stronger cross-functional collaboration and a customer-centric culture all contributing to the long-term success and growth of the organization.

Responsibilities

KEY RESPONSIBILITIES:

1. Voice of customer

• Identify create and seek out Voice of the Customer (VoC) opportunities.
• Execute and manage customer experience program management and initiatives & conduct frequent customer visits for top META accounts.
• Develop and implement customer-centric programs to enhance customer satisfaction and loyalty.
• Collaborate with cross-functional teams to drive customer-focused initiatives and ensure alignment with business goals.
• Responsible for NPS/Survey/VoC improvements.

1. eCommerce

• Drive and manage Honeywell eCommerce throughout the META region partnering with BA digital transformation teams to support the deployment of digital capabilities.
• Serve as the order submission gate for all product businesses providing immediate fixes to order challenges.
• Manage the e-Comm Idea funnel for META and release updates.
• Accountable for e-Comm adoption rates in META region

1. Customer Experience Operations

• Responsible for managing holistic META CX Scorecard and CX key metric commitments driving CX improvements cross-functionally across all META customer touchpoints
• SPOC for all M4M programs - Overall project management and CX representation.
• Represent CX in sales academy and training of new sales employees
• Initiate introduce & manage process & system improvements in META region
• Represent the META region in CX transformational projects including idea funnel testing rollouts and obtaining feedback.
• SPOC for all external communications related to META (excl. price & product updates)
• Engage with IT and other stakeholders to resolve chronic/new system challenges with medium/high impact.
• Responsible for the execution of Customer Experience processes across businesses in the META Region.

Qualifications

YOU MUST HAVE:

• 6-8 years of proven experience in customer experience program management or related field.
• Track record of successfully leading and implementing customer-centric initiatives.
• Experience in managing and motivating cross-functional teams and stakeholders.
• Proficiency in using data analytics tools and techniques to derive insights and measure the impact of customer experience programs.

WE VALUE:

• Bachelors degree in Business Administration Marketing or a related field.
• Advanced degree such as a Masters degree or PMP are preferred.
• Passion for delivering exceptional customer experiences.
• Strong problem-solving and decision-making skills.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform crucial job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Join us now and be part of a global team of thinkers innovators dreamers and doers who make the things that make the future!
#TheFutureIsWhatWeMakeIt

Required Experience:

Senior IC

Key Skills

• Debugging
• Remote Access Software
• IT Service Management
• IOS
• Multithreading
• VPN
• Neo4j
• FISMA
• SSO
• Github
• Google Suite
• Troubleshooting

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