Director Customer Experience (CX)

About the role

As Director Customer Experience (CX) 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. You will drive customer satisfaction, operational excellence, and cross-functional alignment across the customer lifecycle to ensure a seamless, differentiated customer experience. The role partners 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. Reporting to the Senior Director Technical Support, this position is based in Atlanta, GA, Northford, CT, or Salem, OR on a hybrid 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

• 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.
• Bachelor’s and Master’s degrees in Engineering, Business, or a related field are valued.
• 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.

Pay

The annual base salary range for this position is $151,000 – $190,000. Honeywell Technologies considers various factors when extending an offer, including the scope and responsibilities of the position, the candidate’s work experience, education and training, key skills, as well as market and business considerations.

Benefits

• 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 (vacation, personal business, sick time, and parental leave)
• 12 Paid Holidays