.Deliver business value through Right and Fast partnershipDirector Customer ExperienceHoneywell Industrial Automation (IA) is a $11B enterprise, which provides comprehensive solutions, ranging from enabling process industry operations to enabling OEMs with our sensors, to making warehouses smarter and improving worker productivity. Collectively, we are innovating and creating value for customers by enhancing their safety, sustainability, resiliency, and productivity.The Director Customer Experience (CX) is responsible for CX operations within the San Luis Potosi, MX site/HUB for 4 Global Business Enterprises (GBEs): HSS, PSS, PPE, IGS. Will ensure inquiries and orders are processed timely, accurately, and with the utmost professionalism with the customer. Processes include: select pre-sales activity, order processing (EDI, fax, email, phone), ongoing management of the order, customer communication throughout the process, and billing support as required. Support and drive initiatives for delivery improvement and order fulfillment through a robust management operating system (MOS) with key stakeholders across the Integrated Supply Chain (ISC). Drive performance against key metrics to include: CSAT (Customer Satisfaction), ACSAT (Agent Customer Satisfaction), First Contact Resolution (FCR), Case Closure Rate (CCR), and other quality and operating metrics which act as lead/lag indicators to the overall customer experience. Will be responsible to lead and influence cross-functionally to drive timely deliveries and communication to the customers.This role will report to the Global Customer Experience Leader and will lead an operating team of over 150 employees, hundreds of thousands of transactions annually with annual order values > $2B.This role is also responsible for providing overall leadership to the Centre of Excellence, setting future strategy, and continuing to grow and develop the capabilities to provide a world-class support team for all the GBEs across IA.Key ResponsibilitiesImplementing the strategy and objectives in alignment with the overall IA customer experience strategy and vision.Managing the customer experience across the GBE which aligns to AOS culture.Contributing to the deployment planning process as it relates to the customer experience for IA STRAP initiatives.Continuously improve processes to collect feedback from customers (solicited and unsolicited), to share and use with GBE/Regional leadership and employees, in order to create an effortless customer experience.Partnering with GBE leaders to ensure all teams are staffed, trained, and equipped with the expertise to support the AOP and STRAP initiatives.Learn and share about leading practices and determining how they apply to improving GBE's customer experiences.Participate in the development of Customer Support systems roadmap to create solutions to reduce customer demand and drive to self-service across purchasing touch points
