What are the responsibilities and job description for the Customer Experience Leader, Global Fire position at honeywell2-pilot?
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The Customer Experience Leader is an exciting global role that is a part of Honeywell Building Technologies(HBT) Fire Global Business Enterprise (GBE). This role acts as the liaison between Customer Experience and the Business. The Leader will use data to drive decisions, lead project work , create solutions and meaningful outcomes in cross collaboration with Customer Service, Technical Support and Learning & Enablement.
KEY RESPONSIBILITIES
Global Business Enterprise responsibilities:
- Single Point of Contact related to all aspects of the Customer Experience (CX) organization (Technical Support, Customer Service, and Learning & Enablement) for the region assigned for Global Business Enterprise ( GBE) and managing/following up on all projects/initiatives to ensure full awareness in GBE
- Direct engagement and participation in the GBE management operating system, included but not limited to: Monthly Operating Reviews, Weekly Staff Meetings, Management Resource Reviews, and Customer Facing Events
- Responsible for managing a holistic GBE CX Scorecard and Point of View related to all CX financial and key metric commitments, driving CX improvements cross-functionally across all GBE customer touchpoints.
- Seen as the single point of contact for the NPI CX related work
- Will assist in the deployment of large projects to customers to help with adoption included but not limited to: Mergers and acquisition, ecommerce, Entitlement Strategy/Channel Partner Programs
Customer Experience & Functional Alignment Responsibilities:
- Serve as the CX spokesperson and representative in cascading and presenting the Honeywell Building Technologies (HBT) CX Strategic Plan throughout the region assigned for GBE
- Connected to GBE strategies and annual operating plan (AOP) relating to Technical Support, Customer Service, Learning & Enablement, Integrated Supply Chain, Product Marketing, and Sales
- Direct involvement and influence of the CX functions assisting in normal MOS touchpoints with large customers established, standardization efforts, keeping the CX functions on track with the GBE strategic priorities and timelines for CX
- Ensure CX performance is being delivered and clearly aligned between HBT CX and GBE in order to exceed customer expectations
- Drive Customer Portal adoption in line with the CX Balanced Scorecard
- Manage and facilitate a GBE CX Monthly Operating Review with key stakeholders from Technical Support, Customer Service, and Learning & Enablement
Customer Engagement Responsibilities:
- Participate in Customer Events
- Identify, create, and seek out new Voice of the Customer (VoC) opportunities
- While partnering with key stakeholders, will manage, maintain, and execute on all VoC Rolling Action Items Lists (RAIL) relative to the customers overall experience for their assigned region