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Director, Customer Experience

Apply Job ID 3049131 Primary Location Spring, Texas, United States of America Other Location Palo Alto, California, United States of America; Date posted 07/19/2019

HP’s vision and promise is to engineer experiences that amaze our customers.  With the heart, creativity, and energy of a startup, and the brain, muscles, and determination of a Fortune 100 corporation, we continue to deliver ground-breaking new technologies to build on our 80-year legacy of innovation.

The Customer Experience and Portfolio Strategy Team, within Personal Systems (PS), was created with a maniacal focus on designing and delivering seamless experiences for our customers. If you have a combination of a customer obsession, a passion for technology and a critical eye trained to deliver superior experiences, we want to talk to you.

In this role you will lead a team in pursuit of advocating, evangelizing and building data-fueled insights that help improve our customers’ experience.  The focus of our work is in winning the hearts and minds of HP customers by listening to millions of feedback comments and steering the corporate strategy to deliver an exceptional CX (customer experience) across every customer touchpoint. By employing a mixture of customer empathy, data science savvy, operational fortitude and a deep understanding of employee roles and needs, we have created a systematic approach for prioritizing which investments yield the most positive customer experiences.

Responsibilities include providing customer feedback insights to HP product teams by demonstrating a mix of analytics and influencing skills.  Responsibilities include driving measurement of customer Net Promoter Score (NPS), analyzing the results and working with Global Business Units to identify action plans to address customer feedback.   This include data mining using multiple feedback streams (surveys, customer forums, product rating and review sites) - then taking the resulting insights and create specific actions to act upon to improve the customer's experience.. In addition, you will lead the roll out and operationalization of HP’s Customer Experience Platform on a pan-HP basis.  You will also be charged with leading the change management practice to help the broader organization to use feedback and insights to build an even stronger “customer first” culture.   

Key Success Factors:

  • Curiosity:  You have a strong desire to understand customer feedback to develop insights, then make it actionable; drive NPS changes by learning from the detractors.
  • Pan-HP cross-group partner.  You thrive in a culture of collaboration with the ability to bring the insights to the business partners, peers and colleagues and influence change by acting as a co-owner with the product group.
  • Evangelist.  You are a visionary who is obsessed with the customer and leads the team to change the culture, with the Customer Experience Platform and third-party partnership, across the company.  Operationalize the Customer Experience Platform to scale. 

Knowledge and Skills Required:

  • Customer Obsession
  • Visionary – ability to think and act strategically
  • Budget management experience
  • Change management experience
  • Influencing skills – ability to work with all levels of management and functions inside and outside of HP
  • Operations experience

Education and Experience Required:

  • 10+ years of product management (or relevant) experience. With 2+ years in management capacity
  • Strong leadership skills, including coaching, team-building, and conflict resolution.
  • Organizational and strategic management skills, including budget and business planning and forecasting.
  • Strong analytical and problem-solving skills.
  • Ability to manage human capital across multiple geographies and organizations to drive workforce development and achieve desired results.
  • You have experience crafting and delivering executive presentations with ease and composure.
  • You know how to structure ambiguous problems
  • MBA or equivalent

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