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Job Details

Associate Director Customer Experience

Company name
United Technologies Corporation

Location
East Hartford, CT, United States

Employment Type
Full-Time

Industry
Manager, Pr

Posted on
Jan 04,2019

Valid Through
Apr 19,2019

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Profile

Job ID: 01281811

City: East Hartford

State: Connecticut

Country: United States

Category: General Management

Job Type: Full Time

Description:

Date Posted:

2018-12-07-08:00

Country:

United States of America

Location:

PW100: East Hartford 400 Main Street, East Hartford, CT, 06118 USA

Go Beyond.

The sky has no limits.

Flight is an instrument of human progress. It not only gets people where they want to go, it carries humanity to places it never thought possible. At Pratt & Whitney, you’ll be part of an evolving, globally diverse company that’s moving fast to craft the future of aviation; one full of career opportunities and the chance to contribute and grow in a variety of ways.

Customers all over the world depend on our technology and the people behind it. Help answer today’s challenges in powered flight while molding and supporting tomorrow’s solutions. We work with an explorer’s heart and your grit to build jet engines that turn potential into reality. We enable passenger planes to soar quietly over our cities and power jets as nimble as birds to defend our freedom.

Alongside developing technologies that challenge the status quo, we’ve built an environment where each and every employee is valued. We are fueled by people that bring passion, teamwork and leadership to everything they do – at work or in the community.

Have you considered what it may be like to work at Pratt & Whitney?

If you seek to work in a dynamic environment and possess the motivations to convert new ideas into practice, this may be the opportunity you’ve been looking for.

We have a rare opportunity for an Associate Director, Customer Experience role at our East Hartford, CT Campus.

Overview

Newly crafted organization

3 different organizations within customer business

Ability to reach and influence 2,000 global employee organization across Commercial Engines

This position will be responsible for directing and coordinating the P&W Commercial Engines customer experience.

In this role, you will work across the Pratt & Whitney Commercial Engines team to understand how we serve customers today and work collaboratively to define and execute a strategy to elevate our overall customer experience.

You will build a vision for an integrated approach across P&W Commercial Engines that will lead to consistent and sustainable Customer Focus Teams (CFT) excellence and work closely with customers to better understand their needs and their expectations of us.

The desired outcome is to help unlock value for customers, create a sustainable base of satisfied and loyal customer that in result will also drive profitable performance for Pratt & Whitney.

Working across the Commercial Engines business organization, you will develop and lead the strategy for the customer experience along all touch points within our customer value stream.

This role reports directly to the executive director of Commercial Engines Customer Business, Customer Strategy and Operations and will be located in East Hartford, CT.

Responsibilities / Accountabilities

Lead Customer Focus Teams excellence by establishing standard approach, including identification and implementation of standard methodologies across the organization to ensure consistent quality performance exists for all customer interactions

Own and actively lead customer feedback survey process

Lead and oversee customer feedback/action plan management process across CE organization

Work closely with customers to better understand their needs and define customer view centric metrics to help us prioritize our resources and initiatives

Define and establish process for all customer interactions across CE’s value stream

Ensure customer experience process(es) are aligned with customer strategies and segmentation as applicable

Collaborate across the Customer Business organization, on customer visits and other customer and leadership initiatives as required

Work closely with the Customer Business Center of Excellence to provide centralized Customer Business customer information management and standardization of customer engagement platforms

Partner with various functions to identify current and effective customer engagement platforms to use and align for one “voice” to the customer

Ensure engagement, alignment and adoption of new customer experience processes, initiatives and ACE practices

Cultivate and handle alignment of central customer experience initiatives across the Customer Business organization to support consistent and dedicated engagement with customers

Education:

Bachelor’s degree in Communications, Business Administration or other related program required

Basic Qualifications:

8 years of professional work experience is required.

Preferred Qualifications:

MBA or other master’s degree preferred

10 years of aerospace commercial experience is a huge plus

Strategic mindset to build cross functional relationships

Customer relationship building, negotiation, and influencing ability

Strong communications and listening skills

You can collaborate with all levels of the organization, effectively communicate both written and oral, and demonstrate appropriate technology and communication platforms to reach all audiences

Requires deep management and leadership knowledge to lead cross department project teams or manage across multiple related departments

Set expectations and goals; communicate these goals/expectations

Motivate and encourage teams to excel, take ownership and responsibility for the future direction of the organization

Strong ability to build and lead teams and processes in a matrixed environment

Operational perfection and program management with the ability to establish and drive metrics and management review

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. You 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.

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.

Privacy Policy and Terms:

Click on this link to read the Policy and Terms

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:

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.

Thank you for your interest in a career at United Technologies! We will soon upgrade to an improved job application system to simplify the apply experience. You will still be able to apply to any of our current job openings through December 18, 2018. On January 2, 2019, our new and improved job application system will launch; please check back on that date to see all of our job openings.

Company info

United Technologies Corporation
Website : http://www.utc.com

Company Profile
United Technologies (UTC) is a diversified company that provides a broad range of high-technology products and services to the global aerospace and building systems industries. Our commercial businesses are Otis elevators and escalators and UTC Climate, Controls & Security, a leading provider of heating, ventilation, air conditioning, fire and security systems, building automation and controls. Our aerospace businesses are Sikorsky aircraft and the new UTC Propulsion & Aerospace Systems, which includes Pratt & Whitney aircraft engines and UTC Aerospace Systems aerospace products. The company also operates a central research organization that pursues technologies for improving the performance, energy efficiency and cost of UTC products and processes.

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