Senior Director, Customer Experience Business Operations & Transformation Leader at Honeywell in Charlotte, NC

Innovate to solve the world's most important challenges

As a Senior Director - Digital Customer Experience/e-Commerce here at Honeywell, you will be accountable for guiding and driving the overall digital customer experience and e-commerce strategy. Your role will involve developing and implementing customer-centric initiatives to enhance the digital customer journey, drive customer satisfaction and loyalty, and optimize the e-commerce platform. By effectively managing the digital customer experience function at a senior level, you will contribute to enhancing our reputation as a customer-centric organization and driving business growth. Your guidance and expertise will play a crucial role in shaping the future of digital customer experience and e-commerce at Honeywell.

You will report directly to our VP, Corporate Customer Experience and you'll work out of our Charlotte, NC location or Atlanta, GA location on a hybrid work schedule (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, customer satisfaction and loyalty, operational excellence, cross-functional collaboration, 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 overalldigital experienceportfolio operating system and governance (MOS) to review strategic program execution
Partnerwithbusiness andIT stakeholderstocreate 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 OF WORKING FOR HONEYWELL

Benefits - Medical, Vision, Dental, Mental Health
Paid Vacation
401k Plan/Retirement Benefits (as per regional policy)
Career Growth
Professional Development

YOU MUST HAVE

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

Honeywell Headquarters is the central hub for Honeywell's global operations and strategic decision-making. As the headquarters of a leading software-industrial company, Honeywell Headquarters plays a critical role in driving innovation, growth, and operational excellence across all business units and functions. The headquarters team collaborates closely with business leaders and functional teams to develop and execute strategies that address the world's most critical challenges and drive 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

JOB ID: HRD253347
Category: Customer Experience
Location: 855 S Mint St,Charlotte,North Carolina,28202,United States
Exempt

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.