Customer Experience Analyst

Description -

Customer Experience (CX) Specialist

Job summary
As a Customer Experience (CX) Specialist, you will optimize end-to-end customer journeys for HP, with an initial focus on HP Consumer Services. You will analyze the full customer lifecycle—from enrollment through cancellation—using customer data and feedback to surface pain points and moments that matter. You’ll translate insights into clear recommendations and partner with cross-functional teams across R&D, software, sales, marketing, and product management to drive improvements. You’ll also present findings and business impact (loyalty, repurchase, churn) to executive stakeholders.

What you’ll do

• Map and optimize end-to-end customer journeys, identifying key touchpoints, pain points, and opportunities for improvement.
• Design and manage Voice of Customer (VoC) programs (surveys, interviews, and feedback loops) to capture actionable customer insights.
• Partner with internal stakeholders to curate agendas, presenters, and discussion leaders for executive briefings.
• Design tailored customer experiences and briefing content for executive briefing center engagements.
• Conduct monthly cross functional meetings driving recommendations, capturing notes and action items and driving timely follow-up.
• Define and track key performance indicators (KPIs) to measure the impact of CX initiatives and recommendations.
• Monitor competitor activity and industry trends to inform CX opportunities and best practices.
• Solve complex, ambiguous problems with sound judgment—selecting practical, creative solutions and working independently.
• Lead moderate-to-high complexity projects, deliver clear executive-ready readouts, and support operational and strategic planning.

What you bring

• Bachelor’s degree (or higher) in Marketing, Business Administration, or a related field (or equivalent practical experience).
• 4–7 years of relevant experience in customer experience, marketing insights, product/service management, project/program management, sales/channel, or related roles (or an advanced degree with 3–5 years of experience).

Skills and qualifications

• AI, Vibe Coding and data tools (e.g., Databricks; Microsoft Copilot; OpenAI).
• Translating insights into actionable recommendations and strategies
• Customer Listening Tools (Qualtrics, Medallia, Sprinklr)
• Storytelling and Visualization of Data Analysis from multiple sources
• Journey Mapping
• Power BI (or similar data visualization tools).
• Programming/data querying: Python, R, and SQL.

Core competencies

• Clear communication and storytelling (written and verbal).
• Ability to influence and align cross-functional partners.
• Results orientation, with comfort defining success metrics and tracking outcomes.
• Learning agility and curiosity—comfortable operating in ambiguity.
• Digital fluency, with the ability to quickly adopt new tools and workflows.
• Strong customer-centric mindset and advocacy

 entity: Sales & Services (70 International)

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.

Job -

Marketing

Schedule -

Full time

Shift -

No shift premium (Spain)

Travel -

Not Specified

Relocation -

No

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"