Customer Experience Lead- Washington, DC

HP•Washington DC, WA

1d•$89,650 - $130,000•Onsite

About The Position

The Customer Experience Lead joins HP’s Customer Welcome Center (CWC) in Washington, D.C., the hub of HP’s Executive Engagement Strategy. This highly visible, onsite role represents HP to valuable customers and partners through an executive briefing program and works closely with sales, product and solution teams, marketing, and executive teams, including the C-suite. The role provides organized, high-quality support for senior-level sales meetings and contributes to CWC operations and broader customer experience projects. The successful candidate is an energetic, confident, detail-oriented self-starter with excellent communication, presentation, and interpersonal skills. They should have strong knowledge of HP’s technical portfolio—including Print, Personal Systems, Hybrid Working and Video Conferencing, Solutions, and Services—or the ability to develop comparable expertise. Between customer events, the role monitors CWC KPIs, executes traffic programs, and contributes to complex projects.

Requirements

Four-year or graduate degree in Computer Science, Marketing, Business Administration, or a related discipline, or commensurate work experience or demonstrated competence.
Typically 5 or more years of work experience, preferably in a technical role, project management, product management, program management, marketing, or a related field; an advanced degree is also noted.
Superb organizational and project management skills.
Excellent verbal and written communication skills.
Proficient English language skills.
Strong attention to detail and problem-solving skills.
Strong interpersonal skills and ability to work as part of a team.
Ability to maintain confidentiality and handle sensitive information.
Ability to present and perform demonstrations and communicate HP products and solutions to customers.

Nice To Haves

Experience in Print, Services, and/or Solutions.
Experience with public sector customers.
Additional language skills.
Presentation and storytelling skills, including the ability to select from large amounts of content and communicate it sensitively and appropriately for the audience.
Familiarity with consultative selling.
Technical portfolio expertise in Print, Personal Systems, Hybrid Working and Video Conferencing, Solutions, or Services, or demonstrated ability to master similar topics.

Responsibilities

Plan, manage, and facilitate executive briefings, general sessions, and presentations from initial request through post-event follow-up.
Present and tailor content to introduce HP’s showcase and solutions to customers, including performing and articulating demonstrations.
Support deployment and execution of customized customer experiences for assigned segments, products, or solutions.
Manage briefings focused on strategic accounts, large revenue deals, and major relationship opportunities.
Coordinate with departments to gather relevant information, subject matter expert attendance, and briefing materials.
Develop and maintain briefing schedules and communicate updates and changes to all parties.
Liaise with executives, staff, and external stakeholders to ensure briefing objectives are met.
Oversee the creation and distribution of briefing materials, including presentations, agendas, and reports.
Maintain current knowledge of HP products, strategy, and storytelling, and stay informed about industry trends and current events.
Capture customer feedback through approved channels and use insights to improve the CWC experience and inform HP stakeholders.
Evaluate briefing effectiveness and implement improvements as needed.
Coordinate initiatives that support the Customer Experiences Program.
Monitor CWC KPIs, execute traffic programs, and contribute to complex projects between customer events.