Senior Director, Customer Experience Business Operations & Transformation Leader
Apply NowCompany: Honeywell
Location: Charlotte, NC 28269
Description:
Innovate to solve the world's most important challenges
As a SeniorDirector - Digital Customer Experience/e-Commerce here at Honeywell, you willbe accountable for guiding and driving the overall digital customer experienceand e-commerce strategy. Your role will involve developing and implementingcustomer-centric initiatives to enhance the digital customer journey, drivecustomer satisfaction and loyalty, and optimize the e-commerce platform. Byeffectively managing the digital customer experience function at a seniorlevel, you will contribute to enhancing our reputation as a customer-centricorganization and driving business growth. Your guidance and expertise will playa crucial role in shaping the future of digital customer experience ande-commerce at Honeywell.
You will report directly to our VP, Corporate Customer Experience and you'llwork out of our Charlotte, NC location or Atlanta, GA location on a hybrid workschedule (minimum 3 days in office/week; this is not a fully remote position.)In this role, you will have a direct impact on strategic guidance, customersatisfaction and loyalty, operational excellence, cross-functionalcollaboration, data-driven insights, and business growth.
KEY RESPONSIBILITIES
BENEFITS OFWORKING FOR HONEYWELL
YOU MUSTHAVE
WE VALUE
HoneywellHeadquarters is the central hub for Honeywell's global operations and strategicdecision-making. As the headquarters of a leading software-industrial company, HoneywellHeadquarters plays a critical role in driving innovation, growth, andoperational excellence across all business units and functions. The headquartersteam collaborates closely with business leaders and functional teams to developand execute strategies that address the world's most critical challenges anddrive sustainable business success. Honeywell is an equal opportunity employer.Qualified applicants will be considered without regard to age, race, creed,color, national origin, ancestry, marital status, care or sexual orientation,gender identity or expression, disability, nationality, sex, religion, or veteran status.
Additional Information
As a SeniorDirector - Digital Customer Experience/e-Commerce here at Honeywell, you willbe accountable for guiding and driving the overall digital customer experienceand e-commerce strategy. Your role will involve developing and implementingcustomer-centric initiatives to enhance the digital customer journey, drivecustomer satisfaction and loyalty, and optimize the e-commerce platform. Byeffectively managing the digital customer experience function at a seniorlevel, you will contribute to enhancing our reputation as a customer-centricorganization and driving business growth. Your guidance and expertise will playa crucial role in shaping the future of digital customer experience ande-commerce at Honeywell.
You will report directly to our VP, Corporate Customer Experience and you'llwork out of our Charlotte, NC location or Atlanta, GA location on a hybrid workschedule (minimum 3 days in office/week; this is not a fully remote position.)In this role, you will have a direct impact on strategic guidance, customersatisfaction and loyalty, operational excellence, cross-functionalcollaboration, data-driven insights, and business growth.
KEY RESPONSIBILITIES
- Develop and execute the digital HON customer experience and e-commerce strategy to drive customer satisfaction and loyalty
- Guide and manage a team of digital customer experience and e-commerce professionals
- Work with cross-functional teams to identify and implement process improvements
- Analyze customer feedback and data to identify trends and areas for improvement
- Develop and implement digital customer experience metrics and KPI's
- Ensure compliance with digital customer experience and e-commerce standards and best practices
- Accountable for and able to guide complex global project teams. Develop and continuously improve key processes
- Guide development of medium to long-term planning: Annual Operating Plan (AOP) or Strategic Planning (STRAP)
- Drive the overall digital experience portfolio operating system and governance (MOS) to review strategic program execution
- Partner with business and IT stakeholders to create budget, allocate resources and manage projects. Support the development of portal project specs, and develop strong business cases
- Lead Honeywell User Experience (HUE) practice across HON for E2E DCX to improve the digital UI, information architecture and user experience
BENEFITS OFWORKING FOR HONEYWELL
- Benefits - Medical, Vision, Dental, Mental Health
- Paid Vacation
- 401k Plan/Retirement Benefits (as per regional policy)
- Career Growth
- Professional Development
YOU MUSTHAVE
- Minimum of 8 years of experience in digital customer experience, e-commerce, product management or a related field
- Proven track record of driving customer experience in a digital environment
- Strong guidance and team management skills
- Excellent communication and people-oriented skills
- Ability to analyze data and make data-driven choices
- Experience in implementing digital customer experience metrics and KPIs
WE VALUE
- Bachelor's degree in Business Administration or a related field
- MBA or advanced degree preferred
- Passion for delivering exceptional digital customer experiences
- Strategic thinking and problem-solving skills
- Ability to influence and work with cross-functional teams
- Strong business acumen
- Continuous learning mindset
HoneywellHeadquarters is the central hub for Honeywell's global operations and strategicdecision-making. As the headquarters of a leading software-industrial company, HoneywellHeadquarters plays a critical role in driving innovation, growth, andoperational excellence across all business units and functions. The headquartersteam collaborates closely with business leaders and functional teams to developand execute strategies that address the world's most critical challenges anddrive sustainable business success. Honeywell is an equal opportunity employer.Qualified applicants will be considered without regard to age, race, creed,color, national origin, ancestry, marital status, care or sexual orientation,gender identity or expression, disability, nationality, sex, religion, or veteran status.
Additional Information
- Category: Customer Experience
- Location: 855 S Mint St, Charlotte, NC 28202 USA
- Exempt