As a Senior Customer Experience Operational Leader here at Honeywell, you will have the opportunity to shape the customer experience strategy and drive initiatives that enhance customer satisfaction and loyalty. Your expertise in program management and your ability to analyze data-driven insights will be crucial in optimizing our customer experience programs.

You will report directly to our META Region Director of Customer Experience, and you’ll work out of our Cairo, Egypt location on a Semi-Hybrid work schedule.

In this role, you will impact improved customer satisfaction, increased revenue, stronger cross-functional collaboration, and a customer-centric culture, all contributing to the long-term success and growth of the organization.

1. Voice of customer 

• Identify, create, and seek out Voice of the Customer (VoC) opportunities.
• Execute and manage customer experience program management and initiatives & conduct frequent customer visits for top META accounts.
• Develop and implement customer-centric programs to enhance customer satisfaction and loyalty.
• Collaborate with cross-functional teams to drive customer-focused initiatives and ensure alignment with business goals.
• Responsible for NPS/Survey/VoC improvements.

1. eCommerce

• Drive and manage Honeywell eCommerce throughout the META region, partnering with BA digital transformation teams to support the deployment of digital capabilities.
• Serve as the order submission gate for all product businesses, providing immediate fixes to order challenges.
• Manage the e-Comm Idea funnel for META and release updates.
• Accountable for e-Comm adoption rates in META region 

1. Customer Experience Operations

• Responsible for managing holistic META CX Scorecard and CX key metric commitments, driving CX improvements cross-functionally across all META customer touchpoints
• SPOC for all M4M programs - Overall project management and CX representation.
• Represent CX in sales academy and training of new sales employees
• Initiate, introduce, & manage process & system improvements in META region
• Represent the META region in CX transformational projects, including idea funnel, testing, rollouts, and obtaining feedback.
• SPOC for all external communications related to META (excl. price & product updates)
• Engage with IT and other stakeholders to resolve chronic/new system challenges with medium/high impact.
• Responsible for the execution of Customer Experience processes across businesses in the META Region.

• 6-8 years of proven experience in customer experience program management or related field.
• Track record of successfully leading and implementing customer-centric initiatives.
• Experience in managing and motivating cross-functional teams and stakeholders.
• Proficiency in using data analytics tools and techniques to derive insights and measure the impact of customer experience programs.

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Advanced degree such as a Master's degree or PMP are preferred.
• Passion for delivering exceptional customer experiences.
• Strong problem-solving and decision-making skills.

Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world’s most critical challenges around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company committed to introducing state-of-the-art technology solutions to improve efficiency, productivity, sustainability, and safety in high growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable, and more productive world, enhancing the quality of life of people around the globe. Learn more about Honeywell: click here (https://www.honeywell.com/us/en)

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. Learn more about inclusion and diversity :click here (https://www.honeywell.com/us/en/company/inclusion-and-diversity)

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. Learn more about inclusion and diversity