Viessmann Climate Solutions
Customer Experience & Continuous Improvement Lead
Viessmann Climate Solutions, Syracuse, NY
Country:
United States of America
Location:
CAN01: Carrier-Syracuse, NY 6304 Carrier Parkway , East Syracuse, NY, 13057 USA
Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC and refrigeration. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.
About This Role
The Customer Experience & Continuous Improvement Lead is focused on enhancing customer centricity and reducing customer churn at Carrier HVAC-AECES. This role involves managing all customer surveys and improving the Net Promoter Score (NPS) by addressing points of friction in the customer journey.
Key Responsibilities:
Required Qualifications:
Preferred Qualifications:
RSRCAR
Pay Range:
$109,456 - $191,938 Annually
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.
Job Applicant's Privacy Notice:
Click on this link to read the Job Applicant's Privacy Notice
United States of America
Location:
CAN01: Carrier-Syracuse, NY 6304 Carrier Parkway , East Syracuse, NY, 13057 USA
Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC and refrigeration. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.
About This Role
The Customer Experience & Continuous Improvement Lead is focused on enhancing customer centricity and reducing customer churn at Carrier HVAC-AECES. This role involves managing all customer surveys and improving the Net Promoter Score (NPS) by addressing points of friction in the customer journey.
Key Responsibilities:
- Create and execute a comprehensive strategy for Carrier HVAC - AECES using NPS to improve customer satisfaction and loyalty.
- Manage all Decision Maker (Relationship) and User (Transactional) surveys using the Qualtrics platform.
- Define and maintain the customer master system, ensuring data completeness and accuracy.
- Improve, analyze, and interpret NPS data to identify trends and areas for improvement.
- Implement rigorous NPS processes, including feedback loops (Inner Loop, Huddle, Outer Loop).
- Share insights and success stories across the organization to foster a culture of transparency.
- Embed NPS into business processes and support the Customer Experience maturity model.
- Lead and coordinate customer experience projects across various functions and product lines.
Required Qualifications:
- Bachelor's degree
- 8+ years of experience in Customer Service or Customer Experience
Preferred Qualifications:
- Carrier Excellence Associate certificate
- HVAC industry experience
- Carrier Excellence Practitioner certificate
- Experience in Qualtrics platform
- Strong analytical skills and ability to synthesize data
- Passion for customer service and problem-solving
- Highly organized with strong attention to detail
- Ability to work in diverse, cross-functional teams
- Excellent communication skills, both verbal and written
- Proficiency in Excel and PowerPoint
RSRCAR
Pay Range:
$109,456 - $191,938 Annually
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.
Job Applicant's Privacy Notice:
Click on this link to read the Job Applicant's Privacy Notice