Senior CX Process Transformation Professional in Bucuresti

Responsibilities:Engaging directly with GCC teams to document current state process maps and procedures inclusive of required variations due to legal or contractual requirementsFacilitate teams through a Customer Journey Map or process mapping workshop to develop an optimized future state experience and design.Identify and define the process performance metrics and indicators PPI to drive improvementAbility to create the future state design incorporating technological enhancements, mistake proofing and failure proofing concepts.Ability to work with IT to build business and functional requirements.Ensure documentation of processes and convey them in an easy-to-use format to increase process adoption of the future state.Ability to communicate and train the future state processes to GCC and users of the new processes.Ability to hold other teams accountable to documentation standards.Interface with senior functional business leaders, program managers, subject matter experts and front-line team members across the organization.Responsible to lead training sessions to facilitate adoption of the process across the organization.Skills:Fluent in English (written and verbal)Strong business acumenStrong project leadership skills, ability to define and lead complex projectsStrong Communications skills, able to present concise plans and ideas to executive level in a diverse work environmentIn-depth understanding of complex business systems such as SFDC, SAP.Expert proficiency at all Microsoft office applicationsProven ability to work in virtual work environmentSelf-motivated to deliver on complex assignment with quality resultsProven ability to make decisions necessary to keep a project on trackKnowledge:Sound Honeywell businesses knowledgeUnderstands the marketplace and general business environmentUnderstands how different functions within his/her own organization interrelate to each otherUnderstands and is familiar with the Honeywell valuesKnows the overall key business objectives and goalsDetailed Knowledge of Global Project Management (GPM) processesDetailed knowledge processes and GDMGlobal business experience and the ability to work across multiple cultures and geographiesProven ability to work across organizations to accomplish goals and objectives and satisfy customer requirementsExperience:Minimum 5 years’ experience in Honeywell, preferably past experience in Order Management, or Master Data Management, or IT / Analytics, or Integrated Supply Chain.Experience with Customer experience and customer serviceAbility to perform deep dive in the process and come up with process improvement solutionsExperience with project and program managementExperience working with a cross functional organizationSix Sigma Green Belt certification preferred Signavio, Visio (Process mapping)Clear understanding of the booking and invoicing processes, Case Management, CX indicators: NPS, CES, FCR, CSAT, CCRExperience working with a cross functional organizationGlobal business experience and the ability to work across multiple cultures and geographiesExperience working in a highly matrixed organizationExcellent communication and presentation skills and understanding of business processStrong understanding of one or more of the PMT SAP instances and CRMsStrong understanding of order management processes & interactions.Strong analytical, problem-solving, and critical-thinking skills; able to identify exceptions and trend.Comfortable working in a fast paced, highly collaborative, dynamic work environmentWe offer:A culture that fosters inclusion, diversity and innovationMarket specific training and ongoing personal developmentCareer growth opportunitiesExperienced leaders to support your professional developmentInternational work environmentIf this is your dream role, then we'd love tohear from you. We are an equal opportunity employer and value diversity at our company. We donot discriminate based on race, religion, color, national origin, gender,sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonableaccommodation to participate in the job application or interview process, toperform crucial job functions, and to receive other benefits and privileges ofemployment. Please contact us to request accommodation.