Lennox (NYSE: LII) is an industry leader in energy-efficient climate-control solutions founded over a century ago on the principles of integrity and innovation. Dedicated to sustainability and creating comfortable, healthier environments for our residential and commercial customers while reducing their carbon footprint, we lead the field in innovation with our cooling, heating, indoor air quality, and refrigeration systems.

The Customer Experience Analyst, Sr. will develop business process improvements to drive a positive Customer Experience, as well as implement changes in workflows, structures, and teams to ensure continuous company performance. They will identify and investigate shortfalls in current customer experience processes, assess business processes, establish norms, create documentation, and manage through implementation.

To ensure success, you must be a skilled communicator and be adept at business analysis and project implementation with a deep understanding of the customer’s perspective.

Responsibilities:

• Work extensively with cross-functional stakeholders and business process owners to coordinate end to end requirements, design, testing and deployment including change management associated with initiatives.
• Create detailed process maps and documentation of current and future processes, including customer experience mapping.
• Manage implementations of various enhancements to both business processes and technology implementations.
• Employ Six Sigma and Lean methodologies.

Competencies

• Customer Focus
• Communicates Effectively

• Drives Engagement
• Proactive, creative team member who enjoys solving problems and enabling those around them
• Objective, enthusiastic, committed, flexible
• Strong attention to detail and organizational skills
• Strong critical thinking and business curiosity; ability to drive insights and decisions utilizing multiple inputs and data sources
• Demonstrated ability to own and manage multiple tasks and projects
• Ability to build meaningful relationships to collaborate across many areas of the business

WHAT DRIVES SUCCESS:

Having the right qualifications is only a part of what it takes to be a successful employee. At Lennox International, we believe in following a set of behaviors and competencies to achieve your full potential. In this position, it is vital that you embody these core competencies:  

• Situational Adaptability: You flex your approach and demeanor to suit various scenarios. You successfully shift gears as new developments and competing priorities arise – balancing routine tasks, urgent action items, and long-term projects is second nature for you.
• Decision Quality: You make thoughtful and timely decisions with the best interest of the organization in mind, prioritizing and organizing key deliverables and ensuring stakeholder buy in.

WHAT WE OFFER: 

Lennox offers employees a variety of flexible work options.  This position is a hybrid role working Monday through Thursday in the office with the option to work on Friday at home.

• Competitive base salary
• Excellent medical plans designed to support healthy lifestyles
• Mental and financial health programs
• Pension Plan with company matching
• Employee stock purchase program
• Community involvement opportunities
• Robust employee assistance program
• And much, much more!

WHAT WE’RE LOOKING FOR:

• Requires a bachelor's degree or an equivalent combination of education and experience.
• Requires at least 5 years related experience.
• Six Sigma Green Belt or equivalent preferred.
• Must have knowledge of a broad toolbox of statistical skills for modeling and prediction.
• Demonstrates broad financial acumen.
• Requires very strong data and business information skills including Excel, Access, SQL database and related skills.
• Must have strong customer service and relational skills.
• Requires excellent verbal and written communication skills.
• Must be able to lead and motivate cross-functional project teams.