Sr Customer Experience Professional Phoenix, AZ

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Job Description
Join us in shaping the future of aerospace innovation in Arizona!

Honeywell Aerospace headquartered in Phoenix is a global leader in aviation technology and industrial innovation. With a legacy of engineering excellence Honeywell designs and manufactures advanced solutions for aircraft engines avionics and connected systems that power thousands of aircraft worldwide.

At Honeywell we believe in building a smarter safer and more sustainable future. Our culture is rooted in operational excellence customer-first thinking and context-driven empathyvalues that guide every interaction and innovation.

Named one of Arizonas top employers Honeywell Aerospace continues to grow by fostering collaboration embracing digital transformation and driving progress across industriesfrom defense and logistics to healthcare and energy. Whether youre passionate about technology service or leadership Honeywell offers a dynamic environment where your voice matters and your impact is real.

As a Senior Customer Experience Professional at Honeywell youll be instrumental in elevating the experience for our Aircraft on Ground (AOG) customers. This position calls for close collaboration with cross-functional teams and senior leadership to pinpoint improvement opportunities and drive strategic initiatives that enhance our customer experience.

You will report directly to our Sr. Customer Experience Manager and youll work out of our Phoenix AZ location on a Hybrid work schedule after the completion of training.



Training will be held Monday - Friday 8:00am-5:00pm for the first 90 days. Upon completion of the training the shift schedule will transition to a 2nd shift which will begin between 10am and 12pm and end between 6:00pm and 8:00pm. (Schedule subject to change)



In this role you will impact driving operational excellence improving customer satisfaction and ensuring the organization delivers a world-class customer experience.



Responsibilities
KEY RESPONSIBILITIES

Customer Engagement & Case Management
Serve as the primary point of contact for AOG customers via phone email and portal.
Receive research and resolve urgent inquiries complaints and service requests related to grounded aircraft.
Maintain clear timely communication with customers regarding order status delivery timelines and resolution steps.
Collaborate with internal teams (logistics inventory warranty and engineering) to expedite part fulfillment and service delivery.
Leverage integrated dashboards and AI-powered tools to validate inquiries extract data and identify optimal fulfillment paths.
Participate in continuous improvement initiatives including feedback loops from customer surveys and internal tier reviews.
Ensure accurate billing warranty validation and waybill tracking for all AOG transactions.
Coordinate with AOG leaders process experts and global support agents to meet KPIs such as fulfillment speed customer satisfaction and case closure rates.