Customer Experience and Business Practitioner Specialist

1 week ago


Charlotte, North Carolina, United States Carrier Full time
About Carrier

Carrier is a global leader in intelligent climate and energy solutions, driving a more focused company that generates higher growth while providing sustainable end-to-end solutions for our customers.

About the Role

We are seeking an experienced Customer Experience Specialist and Business Practitioner to accelerate our customer-centricity journey. This highly visible role requires solid communication, project, and change management skills, as well as experience in business process improvement, operations, analytics, customer data management, and information systems.

Key Responsibilities
  • Manage the day-to-day execution of the Customer Experience Program for CHVAC Americas, focusing on the customer journey and progressive improvement of the NPS score and associated points of friction.
  • Integrate additional operational data as needed to maximize the value of analytics.
  • Coordinate with the Business System, Digital Transformation, and Sales teams to improve data quality in SalesForce or ERP repositories.
  • Measure and plot CX insights for leadership review.
  • Ensure functional leaders and alert owners are accountable for CX-related commitments.
  • Track progress of actions 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 to feed data-driven success stories.
  • Partner with cross-functional departments to deliver CX-focused training.
  • Help assess the maturity of CHVAC Americas and develop a multi-year plan to increase CX maturity.
Requirements
  • 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.
What We Offer

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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