Global Customer Experience Lead

Salary depends on experience
Posted on 08/02/18
Palm Beach Gardens, FL
11 - 15 years experience
Transportation
Salary depends on experience
Posted on 08/02/18

UTC Climate, Controls & Security is a leading provider of heating, ventilating, air conditioning and refrigeration systems, building controls and automation, and fire and security systems leading to safer, smarter, sustainable and high-performance buildings. UTC Climate, Controls & Security is a unit of United Technologies Corp., a leading provider to the aerospace and building systems industries worldwide.

This global business position is aimed at accelerating the digitization effort and Customer centricity effort for a sizable (~$3B sales) global business of UTC CCS. The scope includes two strategic programs and requires strong leadership and experience in the field of Customer Experience and CRM / Sales Force Effectiveness.

RESPONSIBILITIES:

Customer Experience (CX) Lead – 50% time spend

Based upon the global NPS/CX program framework, ensure BU program alignment and drive the following:

  • Own the NPS/Customer Experience program for FSP globally
  • Validate and implement the outside-in, customer-centric design of the key customer touch points, with focus on the business priorities / main pain-points. Initiate focus groups, with Customers as required, in order to validate the priority journeys and listening points
  • Act as CX platform owner / champion and ensure successful deployment of a standardized set of CX metrics focused around the prioritized journeys
  • Identify, prioritize, correlate and track the needed process improvements (close the loops) derived from the Customer feedback collected and analyzed via the CX platform; Engage all key process owners to drive those improvements and help manage associated escalations
  • Work closely with the BU GM’s, HR (change management), Strategy / Strategic Marketing (Communication) and ACE (continuous process improvement) in order to drive breadth and depth into the program and make it stick
  • Initiate, train and animate a network of certified “customer champions” in order to build the CX discipline and associated competencies; Execute the internal and external communication around the CX program
  • With support of the data owners, lead the improvement of the Customer data quality in the main source systems (ERP, CRM) in order to drive meaningful Customer survey results and metrics
  • With support of the IT digital team, accelerate the system integration roadmap required to converge to a single CX platform and associated interfaces e.g. CRM, ERP, Web portal, QMS
  • Manage the CX platform main hierarchies and drive the platform data analytics
  • Represent FSP in the CCS global NPS/CX governance team


Global Sales Effectiveness owner - 50% time spend (sales digitization)

In close co-operation with the SFE leaders in the BU’s, Finance, HR, IT digitization and the UTC COE for CRM & Analytics

1) Drive the global CRM roadmap

  • Define and implement a blueprint based upon the selected CRM vendor
  • Leverage the vendor customer success team, the CRM consultant and the blueprint team to demonstrate the ROI of an integrated CRM system
  • Drive accountability of the CRM roadmaps at BU level (funding, staffing, execution against plan)
  • Manage the global program financials, with focus on the consultancy and vendor support
  • Track and improve with the BU’s the Customer master data quality in the source systems (CRM, ERP)


2) Own and operationalize the Sales KPI’s and SFE metrics with the Sales GM’s, Sales managers, regional Operations and HR leads, and thereby

  • Optimize the pipeline management process and associated S&OP and forecast accuracy process
  • Optimize of the IC programs efficiency
  • Optimize the Sales org. structure, Sizing, Competency profiles & territory design using benchmarking
  • In liaison with HR & Sales managers drive the performance management of the of top & bottom performers
  • Track Sales efficiency improvement via the CRM deployment effort & the Sales KPI’s improvement
  • Articulate SFE impact to the business in financial KPIs/ linkages
  • In liaison with HRsupport the sales competency roadmap
  • Identify, share and recognize best practices across the BU’s


Qualification:

  • 10 - 15 years of international experience in customer facing environments, with demonstrated experience in successful change management and relationship management with individuals of various backgrounds and various cultures
  • 5+ years of experience in Customer Experience CX roles (design, analytics, action planning, governance…) and/or CRM roles; Experience in both domains in a strong advantage
  • Fluency with various CX and SFE technology platforms, data management, integration, reporting/ scorecards/ KPIs, etc. around both implementation and usage
  • Knowledge and understanding of complex B-B environment and routes to market
  • Solid scrum project management skills and ability to guide improvement initiatives and process redesign activities
  • Strong interpersonal and communication (written, verbal, presentations) skills, and a demonstrated ability to effectively communicate to different partner groups internally and externally, up to C-level


DESIRED

  • Inclusive and energetic leader
  • Analytics savviness in order to translate data into metrics and further into meaningful behavioral changes
  • Technical savviness in order to drive CX/ERP migration roadmaps and underlying architecture requirements
  • Strong English language skillset, multiple languages a strong plus
  • International travel up to 40%


Education:

  • Bachelor’s degree or above
  • Scrum project management certification desired
  • NPS certification (Net Promoter System) desired
  • Lean Six sigma certification, Change management certification desired
  • Ms Dynamics certification desired

Job ID 69670BR

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