United Technologies Corporation Customer Experience Leader in Foley, Alabama

Job ID: 63131BR

City: Foley

State: Alabama

Country: United States

Category: Aftermarket & Sales

Job Type: Full Time

Description:

When the global aerospace community looks for ideas and solutions to its biggest challenges, they turn to the people of UTC Aerospace Systems. We design, invent and deliver the most advanced and diverse range of aerospace systems on the market. We are inventors. We are manufacturers. We work in space exploration, commercial air travel, defense and rescue applications. Always learning and pushing the boundaries, we are an undisputed industry leader that continually sets the bar higher and higher. Come soar with us.

You probably never think about it, but the engines on an aircraft need to be housed in safe, aerodynamic structures called “nacelles.” UTC Aerospace Systems’ Aerostructures business is a world leader in nacelle technology, which leads to better fuel efficiency, less engine noise and critical stopping power when the airplane lands. Today, our innovative nacelle systems are featured on many of the world’s newest and most game-changing airplane platforms. And we’re not stopping there: we’re working hard to create the next generation of nacelles that are greener, quieter and more efficient. In addition, our Engineered Polymer Products division is a leading developer and manufacturer of advanced, high-performance composite structures and products for marine applications. Whether in the air or underwater, we’re pushing the limits of innovation. Want to join us on this important journey?

The statements below describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel in this job. Other duties may be assigned based on business needs.

Job Description:

The Customer Experience (CX) Manager draws on a proven background in customer relationship to collaborate and facilitate key initiatives across business functions to ensure that they are completed on time and with high quality. They will support continuous improvement through identification and execution of initiatives based on customer and employee inputs and customer feedback, data analysis and other available inputs/research. They continue to build the vision with the voice of the customer in mind.

Responsibilities:

  • Develop vision for customer service experience. Engage and advise cross-functional teams on implementing improvements and recognizing innovation opportunities

  • Coach the Customer Service team in methodologies for conducting advanced customer analytics and applying customer insights for key business initiatives

  • Continue to make improvements across the business with the goal of improving the customer experience and impacting key business metrics for all product lines

  • Increase and develop commercial acumen of Customer Service team to ensure company financial opportunities are fulfilled

  • Manage Voice of the Customer, Employee feedback and business CX maturity models to identify and organize opportunities for improvement

  • Lead or support as necessary, the development and implementation of future CX tools and strategies Develops effective metrics to measure CX success

  • Motivate, inspire and enable employees to deliver value and solutions for business concerns

Qualification:

  • 4-6 years’ experience in leading a customer-facing organization

  • Ability to manage influence through persuasion, negotiation, and consensus building

  • Strong empathy for customers and passion for revenue and growth

  • Analytical and process-oriented mindset

  • Demonstrated desire for continuous learning and improvement

  • Enthusiastic and creative leader with the ability to inspire others

  • Excellent communication skills, both written and verbal. Must also possess excellent interpersonal skills.

  • Demonstrated problem solving skills.

  • Experience presenting information to internal/external customers including personnel at all levels of the organization.

  • Ability to adjust to changing demands and shifting priorities

  • Must have intermediate computer skills, and be able to operate various software programs, such as MS Word, Excel, PowerPoint, Outlook, etc.

  • Demonstrated time management skills.

  • At least 18 years of age or older.

  • Ability to provide verification of US Citizenship or permanent residency to satisfy ITAR/EAR restrictions.

  • Must read, write, speak & understand the English language.

  • Ability to work under pressure and within time constraints

  • Ability to work cooperatively with leaders, co-workers, customers, and others in a team environment displaying mutual trust and respect.

  • Ability to be regular and predictable in attendance.

  • Ability to sit, stand, walk, reach, twist, climb, crouch, stoop, kneel, and lift up to 25 pounds for 8+ hours per day.

  • Ability to use Personal Protective Equipment (PPE): safety glasses with side shields, hearing protection, and other PPE as needed for 8+ hours per day.

  • Ability to work in a constant state of alertness.

  • Ability to follow rules and policies of the company.

Nothing matters more to UTC Aerospace Systems than our strong ethical and safety commitments. As such, all U.S. positions require a background check, which may include a drug screen.

Education: BA/BS degree w/4-7+ years experience.

United Technologies Corporation 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.

Qualification:

  • 4-6 years’ experience in leading a customer-facing organization

  • Ability to manage influence through persuasion, negotiation, and consensus building

  • Strong empathy for customers and passion for revenue and growth

  • Analytical and process-oriented mindset

  • Demonstrated desire for continuous learning and improvement

  • Enthusiastic and creative leader with the ability to inspire others

  • Excellent communication skills, both written and verbal. Must also possess excellent interpersonal skills.

  • Demonstrated problem solving skills.

  • Experience presenting information to internal/external customers including personnel at all levels of the organization.

  • Ability to adjust to changing demands and shifting priorities

  • Must have intermediate computer skills, and be able to operate various software programs, such as MS Word, Excel, PowerPoint, Outlook, etc.

  • Demonstrated time management skills.

  • At least 18 years of age or older.

  • Ability to provide verification of US Citizenship or permanent residency to satisfy ITAR/EAR restrictions.

  • Must read, write, speak & understand the English language.

  • Ability to work under pressure and within time constraints

  • Ability to work cooperatively with leaders, co-workers, customers, and others in a team environment displaying mutual trust and respect.

  • Ability to be regular and predictable in attendance.

  • Ability to sit, stand, walk, reach, twist, climb, crouch, stoop, kneel, and lift up to 25 pounds for 8+ hours per day.

  • Ability to use Personal Protective Equipment (PPE): safety glasses with side shields, hearing protection, and other PPE as needed for 8+ hours per day.

  • Ability to work in a constant state of alertness.

  • Ability to follow rules and policies of the company.

Nothing matters more to UTC Aerospace Systems than our strong ethical and safety commitments. As such, all U.S. positions require a background check, which may include a drug screen.

United Technologies Corporation 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.