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CX Leader India and ROA
Honeywell Technology Solutions
posted 16d ago
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Flexible timing
Key skills for the job
Job Description
Driving Infinite Possibilities Within A Diversified, Global Organization
Key responsibilities:
Customer Experience Leader for India & ROA
Position Overview:
Position Overview:
As a Regional Customer Experience Leader at Honeywell Building Automation (BA), youll ensure exceptional customer satisfaction and contribute to our businesss success. Youll lead the customer experience strategy, focusing on top-notch service and support. Your responsibilities include deploying best practices in customer experience, managing front-end care, order book management, OTC, training, technical support, and driving CX digital transformation. Reporting to the VPGM of the Region, youll work from our Gurgaon, Pune location on a Hybrid schedule, directly impacting customer success and business growth.
The Business Unit:
Honeywell Building Automation (BA) is a leading global provider of products, software, solutions, and technologies that enable building owners and occupants to ensure their facilities are safe, energy efficient, sustainable, and productive. BA products and services include advanced software applications for building control and optimization, sensors, switches, control systems, and instruments for energy management, access control, video surveillance, fire products, and installation, maintenance, and upgrades of systems. With revenues of $6B in 2022 and approximately 18,000 employees globally, BA is at the forefront of the building automation industry.
Honeywell Building Automation (BA) is a leading global provider of products, software, solutions, and technologies that enable building owners and occupants to ensure their facilities are safe, energy efficient, sustainable, and productive. BA products and services include advanced software applications for building control and optimization, sensors, switches, control systems, and instruments for energy management, access control, video surveillance, fire products, and installation, maintenance, and upgrades of systems. With revenues of $6B in 2022 and approximately 18,000 employees globally, BA is at the forefront of the building automation industry.
Key responsibilities:
- Responsible for definition and execution of Customer Experience across the businesses for that region
- Deliver world-class customer support through a set of channels incl. operations, technical support, contact center, and e-commerce/web.
- Direct management of all functions within CX to ensure all functions work towards delivering world class CX for all business within the region.
- Partner with the BA Digital Transformation leader to support the deployment of TITAN and digital capabilities in support of the larger CX digital transformation strategy for that region.
- Ensure all CX Metrics for all functions for that region is established and agreed with the regional leader and meet or exceed them.
- Responsible for CX knowledge sharing across all regional CX leaders within BA
- Drive CX employee and leadership VOE engagement plan across region.
- This position reports to the BA Regional Business leader and matrix reports to the BA Global Customer Experience leader.
Travel/Territory: (50 % & Territory)
Must have skills -
Bachelors degree in Business Administration, Engineering or a related field
Minimum of 17 years of experience in customer experience management or a related role
Strong leadership and people management skills
Results oriented, with a history of achieving breakthrough results
Strong analytical, project management, and problem-solving skills
Excellent communication and interpersonal skills
Proven track record of driving customer satisfaction and loyalty
We value -
Masters degree in Quality Management or a related field.
Certifications in quality management (e.g., Six Sigma, Lean) are highly desirable.
Experience in leading cross-functional teams and driving change.
Excellent analytical and problem-solving skills.
Experience in the building automation industry
Strong communication and interpersonal skills.
Ability to influence and collaborate with cross-functional teams
Knowledge of customer experience best practices and methodologies
- JOB ID: req474549
- Category: Customer Experience
- Location: One-HON-UTC-2+4F ,UTC, 2F 4F, Sushant Lok Phase I,,Sector 43,Sushant Lok Phase I,,Gurgaon,HARYANA,122022,India
- Exempt
Customer Experience (GLOBAL)
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
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