Continuous Improvement Leader - Customer Experience
Location
West Columbia, SC | United States
Job description
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.
PRIMARY FUNCTION:
As the Continuous Improvement Lead, you will play a pivotal role in optimizing processes, enhancing efficiency, and elevating the overall customer experience for our customers. Collaborating closely with cross-functional teams, your focus will be on identifying opportunities for improvement, implementing strategies, and fostering a culture of continuous improvement throughout the organization.
This role requires change management skills and a strong ability to influence through partnership.
PRIMARY DUTIES AND RESPONSIBILITIES:
- Develop and implement a comprehensive continuous improvement strategy aligned with the goals of the Customer Experience department and the overall business objectives.
- Lead and facilitate cross-functional teams to identify inefficiencies, bottlenecks, and areas for improvement which impact customer experiences.
- Analyze data, conduct root cause analyses, and utilize Lean, Six Sigma, or other relevant methodologies to drive process improvements and operational excellence.
- Collaborate with engineering, production, quality assurance, and customer service teams to streamline workflows, reduce lead times, and enhance the overall customer experience.
- Establish key performance indicators (KPIs) to measure improvements, regularly track progress, and present performance reports to stakeholders.
- Champion a culture of continuous improvement by providing training, coaching, and mentorship to employees at all levels, fostering a mindset of innovation and efficiency.
- Act as a liaison between all Continuous Improvement teams and the Customer Experience department to ensure alignment of initiatives and strategies.
- Other duties as assigned.
EDUCATION AND/OR EXPERIENCE REQUIREMENTS:
- Bachelor's degree in Engineering, Business Administration, or related field; advanced degree or certifications in Lean Six Sigma or other process improvement methodologies preferred.
- Proven experience (2+ years) in a continuous improvement role, preferably within the HVAC or related industry, with a focus on customer experience enhancement.
- Strong knowledge of Lean, Six Sigma, Kaizen, or other process improvement methodologies, along with demonstrated experience applying these principles to drive measurable results.
- Exceptional analytical and problem-solving skills, with the ability to analyze complex data sets and identify opportunities for improvement.
- Excellent communication, leadership, and interpersonal skills to effectively collaborate with cross-functional teams and drive change across the organization.
- Ability to thrive in a fast-paced environment, managing multiple projects simultaneously and delivering results within specified timelines.
OTHER SPECIAL REQUIREMENTS:
- Strong initiative, excellent communication and interpersonal skills. Candidate must have a naturally curious mindset, interested in learning the business and industry and capable of building credibility into the business quickly and across all functions. This position requires an extremely perceptive person (organizational and situational awareness), who can relate to individuals at all levels. As unique situations present themselves, the incumbent must be sensitive to corporate needs, candidate/employee goodwill, and the public image.
COMPUTER SKILLS:
- Proficient with Microsoft Office products including, but not limited to, Word, Excel, and Outlook.
WORK ENVIRONMENT REQUIREMENTS
- Ability to move within office and manufacturing complex, write by hand and keyboard, and perform general office functions.
- General manufacturing, warehouse and office environment.
ORGANIZATIONAL RELATIONSHIPS
- Must have the ability to effectively communicate with employees at all levels of the organization, enlisting the needed cooperation for successful implementation of programs and other measures needed to meet performance standard.
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