Honeywell Customer Satisfaction Program Leader in Bucharest, Romania

Customer Satisfaction Program Leader

Join a team recognized for leadership, innovation and diversity

The Customer Satisfaction Program Leader will report to the QMS & Business Compliance Manager in HPS Business Operations organization. This is a global role responsible for Customer Satisfaction Survey process to support Honeywell Corporate strategic policy to improve customer touch point experience in all HPS processes. The Customer Satisfaction Program Leader will play a key role in managing the customer satisfaction surveys program transactional and support for corporate survey at PMT SBG level. This role will be responsible for driving the overall Customer Satisfaction Survey by working closely with a small team to generate individual survey questionnaire, appropriate tools to collect, record and dissect survey data to support individual SBUs and geographical areas.

The Customer Satisfaction Program Leader will report to the QMS & Business Compliance Manager in HPS Business Operations organization. This is a global role responsible for Customer Satisfaction Survey process to support Honeywell Corporate strategic policy to improve customer touch point experience in all HPS processes. The Customer Satisfaction Program Leader will play a key role in managing the customer satisfaction surveys program transactional and support for corporate survey at PMT SBG level. This role will be responsible for driving the overall Customer Satisfaction Survey by working closely with a small team to generate individual survey questionnaire, appropriate tools to collect, record and dissect survey data to support individual SBUs and geographical areas.

Role Description:

  • Work closely with HPS Business and Functional Leaders to implement and drive the Honeywell Corporate Customer Survey policies to meet the strategic goals and objectives.
  • Create survey questionnairetogether with LoB’s responsible QA functionfor individual Business units and Functional areas to capture key data points. Manage Questionnaire translations, where required.
  • Interacting with Quality Assurance functions across LoB’s in obtaining the customer’s contact data that will participate in the transactional survey program
  • Send out survey, and make data available in consistent and “user friendly” format to drive in depth analysis by individual Business and Functional Leaders.
  • Analyze Customer Satisfaction Survey data to identify trends, systemic issues, sources of customer dissatisfaction from various customer touch points.
  • Maintain and update automated Excel workbook to store each metric data, category and overall HPS score, trend charts, radar charts and KPI arrow indicators.
  • Help coach HPS Business and Functional Leaders to promote, share customer survey feedback results in their own respective SBU amongst their team members.
  • Analyze survey results and provide LOB Quality Leads monthly report identifying actionable improvement opportunities with tracking of action results.
  • Register corrective actions for detractors based on customer dissatisfaction feedback.
  • Identify survey improvement actions and track progress to provide feedback for business.

    Success Factors:

  • Demonstrated interpersonal skills to effectively interact and collaborate with individuals of all disciplines and levels within and across the organization.

  • Ability to continually look for ways to improve the Customer Satisfaction Survey process.
  • Capable of consistently taking a "hands on" approach and initiative to get results.
  • Adept at quickly gaining an understanding of multiple data inputs, intuitively assimilating seemingly disparate information and providing clear decisions/direction.

    50 Participate in audits

    25 Assist and train personnel

    25 Perform audits

    Basic Qualifications:

  • Bachelor’s Degree in Business, Engineering or Science, Supply Chain, or Technical discipline

  • 5 years of experience working in some of these business environment: Project Operations, Service Operations, Customer Satisfaction research resources,
  • Good written and spoken English
  • Comfortable in using excel spreadsheets, formulas

    Additional Qualifications:

·Highly process and improvement focused, able to influence and negotiate

  • Black Belt or Lean Expert certification preferred.
  • Experience working cross-functional/ multi-cultural teams.
  • A global mind-set, preferably having worked with teams in multi-region areas.
  • Self-starter, with very good communication skills.

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Exempt Performance Materials and Technologies

INCLUDES
  • Continued Professional Development
  • Continued Professional Development
  • Continued Professional Development
ADDITIONAL INFORMATION
  • Job ID: HRD38094
  • Category: Integrated Supply Chain
  • Location: 3 George Constantinescu,, Upground building, 5th floor (entrance A) District 2, Bucharest, B 020339 ROU

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, or veteran status.

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.

For more information on applicable equal employment regulations, refer to the EEO is the Law poster .

Please refer to the EEO is the Law Supplement Poster & the Pay Transparency Policy .

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