Customer Experience and Business Practitioner Specialist

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Carrier is a global leader in intelligent climate and energy solutions. We are driving a more focused company that generates higher growth while providing sustainable end-to-end solutions for our customers. Our building automation, heating, ventilation, air conditioning and refrigeration systems and services promote integrated, high-performance buildings that are safer, smarter, and sustainable. The company employs approximately 53,000 with $20 billion in sales.

At Carrier, we have a Passion for Customers and create customer loyalty through best-in-class customer experiences.

About this role

To accelerate our customer-centricity journey, CHVAC islooking for an experienced Customer Experience Specialist and Business Practitioner based in Charlotte NC.

This highly visible role requires solid communication, project and change management skills, as well as experience in the fields of business process improvement, operations, analytics, customer data management and information systems.

OVERVIEW:

Position will drive our Customer Experience effort and partner with the key functions to integrate customer insights within our business processes.  The candidate will also lead events to ensure continuous improvements and lean application/tools are utilized to benefit the business to deliver business results and key metrics.

This role has three major pillars:

(1) Data Insights & Quality:  Setting up a sustainable data quality improvement process, then embedding customer insights into the decision-making fabric of the CHVAC Americas organization, grounded in a closed loop system that surfaces and acts on customer feedback trends

(2) Culture Change &Adoption: creating visibility around how CHVAC Americas is acting on insights and implementing creative ways to motivate company-wide use of the customer insights

(3) Training &Enablement:  coordinate the training effort execution to help employees embrace a customer-first mindset, covering Carrier Way (Passion for Customers), Net Promoter System, Continuous Improvement, as well as soft skills needed for a successful Customer Experience

What you bring:

• You have a background in customer experience program deployment in business to business (B2B)
• You are adept at maneuvering CX platforms and customer master data
• You have a strong background in culture change and change management
• You are a whiz with numbers and are able to model complex data sets to identify trends
• You are a confident storyteller that can inspire decision-makers to act on insights
• You are willing to jump in wherever needed; relentlessly resourceful; a creative problem-solver

Key Responsibilities:

• Manage the day-to-day execution of the Customer Experience Program for CHVAC Americas. Focus is on the customer journey and the progressive improvement of the NPS score and associated points of friction
• Integrate additional operational data as needed in order to maximize value of the Analytics
• Co-ordinate with the Business System, Digital Transformation and Sales teams the sustainable improvement of the Data quality effort in the SalesForce or ERP repositories
• Measure and plot CX insights on an insights for leadership review
• Ensure functional leaders and alert owners are accountable for CX-related commitments
• Track progress of actions being taken through a project dashboard.
• Lead the analysis of the current state to identify and prioritize opportunities for streamlined business processes supporting NPS processes
• Measure improvements from organizational actions in order to feed data-driven success stories
• Partner with the cross-functional departments to deliver CX-focused training
• Help assess the maturity for CHVAC Americas and develop a multi-year plan to increase CX maturity

Required Qualifications:

• Bachelor’s Degree
• 5+ years of customer-focused work experience
• 3+ years leading customer experience programs with proven, measurable outcomes

Preferred Qualifications:

• Analyzing behavioral data to uncover trends in user behavior
• Translating business goals to dashboards for tracking progress towards business goals
• Solid remote team interaction skills
• Experience in B2B environments
• Experience developing executive-level communications and public speaking
• Strong writing and verbal communication skills, strong interpersonal skills.
• Pro-active and attentive to details

A FEW WAYS TO STAND OUT

• Lean Six Sigma or Carrier Excellence experience
• Degree in Data Science or Design. Primary and secondary research skills
• Incredibly organized with your time, documents, calendar, and project planner
• ADKAR change management certification

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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