Director Customer Experience (CX)

Director Customer Experience (CX)

As Director Customer Experience (CX) here at Honeywell Technologies, you will lead the customer experience strategy and execution for the Hospitality Vertical of Building Automation (BA) Americas, serving as the primary CX leader for the Hospitality business. This leader will be responsible for driving customer satisfaction, operational excellence, and cross-functional alignment across the customer lifecycle to ensure a seamless, differentiated customer experience.

The Director will partner closely with Sales, Integrated Supply Chain (ISC), Offering Management, Services, and Customer Experience teams to improve business performance, strengthen strategic customer relationships, and drive transformational initiatives that enhance the overall customer journey. The successful candidate will act as a strategic change agent, leading an established Customer Experience organization while championing customer-centric practices that support growth, retention, operational excellence, and long-term customer loyalty throughout the Hospitality segment.

You will report to the Senior Director Technical Support and work out of our Atlanta, GA, Northford, CT, or Salem, OR location on a hybrid work schedule.

Responsibilities

Customer Experience Strategy & Transformation

• Execute the customer experience strategy for the Americas Hospitality Vertical in alignment with Honeywell Building Automation objectives and global CX priorities.
• Identify and implement opportunities to improve customer outcomes, simplify processes, and reduce customer effort across the customer journey.
• Lead transformational initiatives that enhance customer satisfaction, operational performance, and organizational effectiveness.
• Partner with Hospitality business leadership to develop and execute strategic initiatives that support growth objectives and Hospitality STRAP priorities.
• Serve as the voice of the customer, ensuring customer insights influence business decisions, operational priorities, and strategic investments.

Cross-Functional Leadership & Business Partnership

• Partner with Operations Management, Sales, Pricing, Integrated Supply Chain, Services, and Customer Experience teams to proactively address customer challenges and improve business performance.
• Influence stakeholders across functions to deliver against customer experience objectives, service commitments, and operating plans.
• Drive accountability and alignment around customer-focused action plans, performance improvement initiatives, and business commitments.
• Participate in key business operating mechanisms, including planning reviews, SIOP, supply reviews, and operational governance forums.
• Ensure customer-facing teams have timely and accurate information to deliver effective customer communications and manage expectations.

Customer Engagement & Voice of the Customer

• Lead executive customer engagement and business review cadences with strategic Hospitality accounts to identify opportunities, mitigate risk, and strengthen customer relationships.
• Establish scalable mechanisms to collect, analyze, and act on customer feedback, including both solicited and unsolicited insights.
• Communicate customer trends, risks, and opportunities to business leaders and stakeholders, driving corrective and preventive actions.
• Develop and maintain robust accountability and action-tracking processes to ensure customer commitments are executed and closed.

Operational Excellence & Team Leadership

• Lead, coach, and develop a high-performing Customer Experience organization, fostering a culture of accountability, collaboration, and continuous improvement.
• Ensure the organization has the talent, capacity, processes, tools, and capabilities needed to support business requirements and growth objectives.
• Drive adoption of meaningful customer and operational metrics that improve visibility, decision-making, and accountability.
• Lead annual operating plan (AOP) activities related to headcount, productivity, organizational effectiveness, technology investments, and workforce planning.
• Present customer experience performance, business insights, and improvement initiatives during leadership and operational reviews.

Digital Enablement & Continuous Improvement

• Partner with business and technology teams to advance customer support systems, digital capabilities, and self-service solutions.
• Champion process standardization, automation, and technology-enabled improvements that enhance the customer experience and operational efficiency.
• Assess industry trends, customer expectations, and market dynamics to identify opportunities for innovation and competitive differentiation.
• Continuously evaluate organizational effectiveness and operational performance, driving change initiatives where needed.

Qualifications

You Must Have

• 8+ years of progressive experience in customer-facing and operational functions, including Customer Experience, Customer Service, Order Management, Technical Support, Operations, or related disciplines.
• 5+ years of experience leading and developing high-performing teams.
• 5+ years of experience leading cross-functional programs, operational excellence initiatives, or customer transformation efforts.
• Demonstrated success driving organizational and process transformation in complex, matrixed environments.

The annual base salary range for this position is $151,000 - $190,000. Please note that this salary information serves as a general guideline. Honeywell Technologies considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations.

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.

We Value

• Bachelor's and Master's degrees in Engineering, Business, or a related field.
• Experience supporting Hospitality, Building Automation, Smart Building Technologies, Building Management Systems, or related industries.
• Strong program and project management capabilities.
• Knowledge of SAP, Salesforce (SFDC), customer support technologies, digital transformation initiatives, and service delivery platforms.
• Experience partnering directly with vertical business leaders to drive customer-focused business outcomes.
• Ability to communicate complex operational, technical, and customer issues to executive leadership and external customers.
• Proven success developing talent, strengthening organizational capability, and leading teams through change.
• Strong business acumen with the ability to balance customer needs and business objectives.
• Proven ability to manage complex issues, influence stakeholders, and drive results across functions.
• Strong analytical, problem-solving, and decision-making capabilities.
• Exceptional communication, presentation, relationship management, and influencing skills.
• Demonstrated ability to prioritize competing demands and operate with urgency and professionalism.

Benefits of Working for Honeywell Technologies

In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell Technologies 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. Learn more.

Required Skills

• Leadership

About Us

Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world's most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial and process sectors with a broad portfolio of services, solutions and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector's transition from automation to autonomy.