Customer Experience Lead

Description -

Job Summary
• This role is responsible for leading definition of customer experience requirements across multiple product categories and businesses. The role leads and tailors voice of customer programs, aligns, and influences strategic plans, and provides thought leadership on design methodologies for enhanced customer experiences. Additionally, the role drives retention programs, contributes innovative ideas, acts as a functional manager, and mentors lower-level employees to achieve operational and strategic goals.

Responsibilities
• Leads definition of customer experience requirements across customer touchpoints typically for multiple product or solution category across several businesses.
• Drives and monitors the design and management of voice of customers programs, including surveys, interviews, and feedback mechanisms to capture valuable insights from customers.
• Applies and tailors customer experience design methods to lead complex cross-functional, cross-business, and cross- partner customer experiences.
• Aligns, leads, and influences strategic plans and investments across multiple organizations to design and deliver differentiated customer experiences.
• Develops, evolves, and provides thought leadership on the organization’s design methodologies to enhance customer experience across touchpoints.
• Leads development, implementation and monitoring of key performance indicators related to customer experience initiatives.
• Drives customer retention program and designs usability for solution portfolio.
• Contributes innovative ideas exercising independent judgment to solve unique and complex problems impacting the business.
• Provides mentorship and guidance to lower-level employees, thus ensuring the realization of operational and strategic plans.

Education & Experience Recommended
• Four-year or Graduate Degree in Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 10+ years of work experience, preferably in project management, sales, channel, program management, marketing, or a related field.

Preferred Certifications
NA

Knowledge & Skills
• Analytics
• Business Intelligence
• Business Strategies
• Competitive Intelligence
• Customer Insights
• Dashboard
• Data Analysis
• Data Visualization
• Economics
• Market Intelligence
• Market Research
• Marketing
• New Product Development
• Power BI
• Python (Programming Language)
• R (Programming Language)
• SQL (Programming Language)
• Statistics
• Tableau (Business Intelligence Software)
• Thought Leadership

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts large functions and leads large, cross-division functional teams or projects.

Complexity
• Provides highly innovative solutions to complex problems within established policy.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
 

The pay range for this role is $130,700 to $205,200 USD annually with additional
opportunities for pay in the form of bonus and/or equity (applies to United
States of America candidates only). Pay varies by work location, job-related
knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

 * Health insurance
 * Dental insurance
 * Vision insurance
 * Long term/short term disability insurance
 * Employee assistance program
 * Flexible spending account
 * Life insurance
 * Generous time off policies, including;
 * 4-12 weeks fully paid parental leave based on tenure
 * 11 paid holidays
 * Additional flexible paid vacation and sick leave (US benefits overview
   [https://hpbenefits.ce.alight.com/])

The compensation and benefits information is accurate as of the date of this
posting. The Company reserves the right to modify this information at any time,
with or without notice, subject to applicable law.

Job -

Marketing

Schedule -

Full time

Shift -

No shift premium (United States of America)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"