What are the responsibilities and job description for the Sr Director Customer Experience position at honeywell2-pilot?
Sr Director Customer Experience
The Senior Director of Customer Support, reporting into the VP of Customer Experience (CX), will be responsible for creating for making it easier for our customers to do business with Honeywell Building Technologies (HBT). The incumbent in this role, which would ideally be based in Bucharest, Katowice or Atlanta, will be counted on to help evolve the culture of HBT into a customer centric one. Success in the role will ultimately be defined by the degree we improve the experiences of both our customers, by brining to life differentiated digital experiences, and our employees by creating a sense of purpose and joy in what they do.
Position Responsibilities
Develop, implement and drive customer support strategy across HBT globally (20%)
* Create innovative and cost-effective ways to make our customers more real for our global customer support teams
* Collaborate with HBT CX Leadership team to translate VoC inputs into world class customer self-service journeys.
* Develop a strategy that focuses on bringing joy to our customer support employees via techniques such as gamification.
* Partner with CX Leadership Team to define single order management process by type (product, service, software, etc).
Drive culture of high performance, operational excellence and efficient operations (50%)
* Work with Honeywell Corporate CX to define and implement customer support maturity model, track progress against
* Define customer centric disputes escalation model that ensures continuity of customer contact and swift resolution
* Ensure successful collaboration with Finance (C2C) teams around the globe to resolved disputes in a balanced way
* Partner with IT to implement the global customer support toolkit including SFDC, InContact, SatMetrix and others.
* Design & operationalize customer feedback capture mechanism from customer support touch points as input CX design
* Drive established KPIs to new heights including First Contact Resolution (FCR), Net Promoter Score (NPS) and others.
* Ensure effective resource allocation via global standards on capacity, coverage, utilization and cross pollination.
* Create a holistic customer support management operating system (MOS) to include both front and back office activities
Build a World Class Customer Support Team (30%)
* Team: Build “One HBT” Customer Support team by bringing together siloed teams with disparate approaches
* Culture: Create customer centric culture across team by helping to bring differentiated customer experiences to life.
* Recruit: Develop a recruitment strategy for customer support team, being thoughtful on where to locate each role.
* Train: Collaborate with Sr. Director Transformation to drive adoption of new customer journeys, processes and tools.
* Lead: Set direction and provide oversight, coaching, management, and leadership for the team
* Develop: Formalize career paths and progressions at key hubs, link to performance develop development plans
* Engage: Mentor, motivate, and develop staff and serve as a resource to them to facilitate professional development
* Collaborate: Build relationships with CX teams in other Honeywell divisions to facilitate effective knowledge sharing