Lead CX Prog Mgt Professional

As a Lead Customer Experience Program Management Professional here at Honeywell, (internally titled Lead Customer Experience Program Management Professional), 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.

Key Responsibilities

• Lead and manage customer experience programs and initiatives to drive customer satisfaction and loyalty
• Collaborate with crossfunctional teams to identify areas for improvement in the customer journey and develop strategies to address them
• Develop and implement processes and tools to measure and track customer satisfaction and loyalty
• Analyze customer feedback and data to identify trends and insights, and use them to drive continuous improvement
• Drive crossfunctional collaboration to ensure alignment and execution of customer experience initiatives
• Develop and deliver training programs to enhance employee understanding and commitment to delivering exceptional customer experiences

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.