Customer Experience and Business Practitioner Specialist

Country: United States of AmericaLocation: CAN05: CCS-Charlotte, NC 5900 Northwoods Business Pkwy, Charlotte, NC, 28269 USACarrier 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 roleTo accelerate our customer-centricity journey, CHVAC is looking 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 ExperienceWhat 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 dataYou have a strong background in culture change and change managementYou are a whiz with numbers and are able to model complex data sets to identify trendsYou are a confident storyteller that can inspire decision-makers to act on insightsYou are willing to jump in wherever needed; relentlessly resourceful; a creative problem-solverKey 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 frictionIntegrate additional operational data as needed in order to maximize value of the AnalyticsCo-ordinate with the Business System, Digital Transformation and Sales teams the sustainable improvement of the Data quality effort in the SalesForce or ERP repositoriesMeasure and plot CX insights on an insights for leadership reviewEnsure functional leaders and alert owners are accountable for CX-related commitmentsTrack 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 processesMeasure improvements from organizational actions in order to feed data-driven success storiesPartner with the cross-functional departments to deliver CX-focused trainingHelp assess the maturity for CHVAC Americas and develop a multi-year plan to increase CX maturityRequired Qualifications:Bachelor's Degree5+ years of customer-focused work experience3+ years leading customer experience programs with proven, measurable outcomesPreferred Qualifications:Analyzing behavioral data to uncover trends in user behaviorTranslating business goals to dashboards for tracking progress towards business goalsSolid remote team interaction skillsExperience in B2B environmentsExperience developing executive-level communications and public speakingStrong writing and verbal communication skills, strong interpersonal skills.Pro-active and attentive to detailsA FEW WAYS TO STAND OUTLean Six Sigma or Carrier Excellence experienceDegree in Data Science or Design. Primary and secondary research skillsIncredibly organized with your time, documents, calendar, and project plannerADKAR change management certification#LI-OnsiteRSRCARCarrier 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.Job Applicant's Privacy Notice:Click on this link to read the Job Applicant's Privacy Notice