Customer Experience Lead

HP•Palo Alto, CA

About The Position

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.

Requirements

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.
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
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity

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.