Employee Experience Lead (Remote)

Date Posted:2023-05-30Country:United States of AmericaLocation:UT6: 4 Farm Springs 4 Farm Springs Road, Farmington, CT, 06032 USAPosition Role Type:HybridRaytheon Technologies Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises four industry-leading businesses – Collins Aerospace, Pratt & Whitney, Raytheon Intelligence & Space and Raytheon Missiles & Defense. Its 195,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, VA.To realize our full potential, Raytheon Technologies is committed to creating a company where all employees are respected, valued and supported in the pursuit of their goals. We know companies that embrace diversity in all its forms not only deliver stronger business results, but also become a force for good, fueling stronger business performance and greater opportunity for employees, partners, investors and communities to succeed.The following position is to join our Corporate team:The Employee Experience Lead plays a critical role in the overall effectiveness of the RTX employees’ experiences with Enterprise Services. This role is responsible for survey guidelines, survey feedback and employee sentiment for services delivered across Enterprise Services. The ideal candidate will execute on a consumer-centric strategy, by gaining alignment and commitment across Enterprise Services to enhance the consumer experience.The role will:

Lead a cross-functional team made up of leaders across Enterprise Services representing various functional areas.

Define operational standards, practices, and guidelines

Assess changes from a technical or process viewpoint

Ensure experience alignment across the content & collaboration ecosystem

Assess and approve changes from a cross-business/functional viewpoint

Authorize and prioritize requests for changes impacting overall experience

Provide recommendations to Steering Team for high cost/high risk changes

Define technical standards, practices, and guidelines

Understand and synthesize customer feedback through multiple channels to identifying gaps, trends, insights.

Partner with internal and external stakeholders to identify gaps and customer pain points, and implement data driven process improvements.

Conduct and assess employee, manager and HR listening sessions across the enterprise to gain organizational insight to further support strategy and enhance customer experience.

Establish and ensure successful, productive, collaborative partnerships with local operations leaders and corporate partners to bring employee experience awareness into their processes, communications, and strategies.

Collaborate closely with key stakeholders to understand critical employee interactions and journeys, identifying moments that matter and developing solutions crafted to mitigate pain points and improve the employee experience.

Oversee governance and maintenance of CSAT strategy across enterprise services

Partner with knowledge and content teams align on employee experience initiatives.

Provide technical implementation support and service

Impact to target key performance metrics

Drive accountability model by service areas

Identify improvement opportunities

Create project plan/timeline to deliver on improvement.

Monitor impact of improvement through VOC/Focus Groups

Drive continuous improvements to processes as necessary

Skills and ExperienceRequired: Experience/Qualifications

Minimum 10 years related experience in customer care or employee experience

Experience with CSAT, survey analytics.

Strong project management skills.

Outstanding problem-solving skills and superior customer service skills.

Ability to interact and partner with senior management.

Ability to leverage insights to identify enhancement opportunities.

Strong organizational skills and documenting ability with attention to details.

Excellent communication skills (written and oral) with all levels of the organization.

Proficient in MS Office applications.

Ability to work with highly sensitive and confidential material and possess good business judgment and ethics.

U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

Required Education:Typically requires Bachelor’s degree or equivalent work experience with employee/customer experience.Relocation assistance is not availableRaytheon Technologies 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 (http://www.rtx.com/privacy/Job-Applicant-Privacy-Notice) to read the Policy and Terms Raytheon Technologies 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.