What are the responsibilities and job description for the Sr Director Customer Experience position at Lensa?
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The role leads the ISC Planning program portfolio and Management Operating System (MOS) to ensure clear plans, ownership, and outcomes against defined targets. The position includes oversight for the Customer Experience Shared Service for BA and partnership with Regional CX Leaders to translate insights from the VOC Hub into concrete action plans that improve the customer experience, create differentiation, and drive growth. This leader is a visible champion of a customer-obsessed culture, ensuring the customer is at the center of operational and process change decisions.
Key Responsibilities
Inventory and Performance Management
In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays. For more information visit: Benefits at Honeywell
The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates.
Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments - powered by our Honeywell Forge software - that help make the world smarter, safer and more sustainable.
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.
If you have questions about this posting, please contact support@lensa.com
The role leads the ISC Planning program portfolio and Management Operating System (MOS) to ensure clear plans, ownership, and outcomes against defined targets. The position includes oversight for the Customer Experience Shared Service for BA and partnership with Regional CX Leaders to translate insights from the VOC Hub into concrete action plans that improve the customer experience, create differentiation, and drive growth. This leader is a visible champion of a customer-obsessed culture, ensuring the customer is at the center of operational and process change decisions.
Key Responsibilities
Inventory and Performance Management
- Drive disciplined planning and problem solving to achieve inventory, service, and financial targets.
- Manage and continuously improve performance across critical KPIs: On Time to First Promise, On Time to Request, Past Due Age, Past Due Days of Revenue, Inventory Days of Supply (DOS), and Performance to AOP.
- Ensure timely root-cause analysis and follow-through on corrective and preventive actions.
- Provide strategic oversight of the Customer Experience Shared Service, ensuring alignment with ISC and Planning objectives - providing concise, data-driven perspectives on risks, opportunities, and choices.
- Champion a customer-obsessed mindset, ensuring customer impact is explicitly considered in trade-offs and investment decisions.
- Partner closely with Regional CX Leaders to convert VOC Hub insights into prioritized, cross-functional action plans that improve customer experience, drive differentiation in the market, and support growth.
- Ensure customer insights and outcomes are embedded into ISC program charters, MOS reviews, and design decisions.
- Lead and develop a high-performing team of program management and operational excellence professionals.
- Build organizational capability in MOS discipline, inventory management, and continuous improvement across ISC and the Customer Experience Shared Service.
- 10 years of experience in ISC, Operations, Program/Project Management, and/or Operational Excellence in complex organizations.
- Demonstrated success leading large, cross-functional programs with measurable impact on inventory, delivery performance, and financial results.
- Strong expertise in inventory management, KPI management, and MOS implementation.
- Experience working with customer-facing or CX organizations and using VOC or similar insight platforms to drive improvement.
- Proven ability to influence senior leaders and drive alignment in a matrixed environment.
- Excellent communication skills and executive presence.
- Bachelor's degree in Engineering, Supply Chain, Business, Operations, or related field.
- Program/project management certification (e.g., PMP, PgMP) and/or Lean/Six Sigma certification.
- Experience with shared services and customer experience operations in industrial or technology-driven businesses.
In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays. For more information visit: Benefits at Honeywell
The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates.
Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments - powered by our Honeywell Forge software - that help make the world smarter, safer and more sustainable.
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.
If you have questions about this posting, please contact support@lensa.com