As a Sr CX Training Specialist here at Honeywell, you will have the opportunity to shape the customer experience training strategy and initiatives that will drive our organization's success. Your expertise in instructional design, training methodologies, and leadership will be crucial in developing and delivering comprehensive training programs that enhance the capabilities of our employees at all levels.
In this role, you will impact the organization by enhancing customer experiences, improving employee capabilities, aligning with the customer experience strategy, cultivating a customer-centric culture, driving continuous improvement, and contributing to organizational growth and success. Your contributions will solidify the organization's position as a leader in delivering exceptional customer experiences and set new standards of excellence in the industry.
Key Responsibilities
1. Design and deliver comprehensive training programs to enhance the customer experience skills and knowledge of employees
2. Collaborate with cross-functional teams to identify training needs and gaps in customer experience knowledge and skills
3. Develop and implement strategies to drive continuous improvement in customer experience
4. Evaluate the effectiveness of training programs and make data-driven recommendations for improvement
YOU MUST HAVE
5. 2 years of proven experience in customer experience training or related field, with a track record of successfully designing and delivering comprehensive training programs.
6. Mastery of knowledge in a specific area, or senior leadership position with a thorough understanding of multiple workstreams
7. Strong leadership skills with the ability to manage and mentor teams of training professionals and subject matter experts.
8. Excellent communication and presentation skills. Ability to effectively communicate complex concepts and ideas to diverse audiences.
9. Knowledge of instructional design principles and adult learning methodologies. Experience in developing engaging and interactive training materials and resources.
10. Experience in managing training programs in a global organization. Familiarity with cultural nuances and ability to adapt training strategies to different markets and regions.
11. Analytical mindset with the ability to analyze training needs, evaluate training effectiveness, and make data-driven decisions.
12. Experience in collaborating with senior leadership and presenting to stakeholders. Ability to influence strategic decision-making and drive alignment with the customer experience vision.
13. Proven team leader for teams with individual contributors and managers
WE VALUE
14. Bachelor's degree in Business Administration, Marketing, or a related field. Advanced degree such as a Master's degree or MBA is preferred.
15. Relevant certifications in customer experience management or related fields are a plus.
16. Passion for delivering exceptional customer experiences. A customer-centric mindset and a strong commitment to exceeding customer expectations.
17. Strong leadership and people management skills. Ability to inspire and motivate teams to achieve training goals and objectives.
18. Strong project management skills. Ability to manage multiple training initiatives simultaneously and deliver results within defined timelines.
19. Experience in driving a learning culture within an organization. Ability to foster a continuous learning mindset and promote knowledge sharing and collaboration.