Program Manager of Customer Experience Architecture

HP•Spring, TX

1d•$116,150 - $182,400

About The Position

We are seeking a Program Manager of Customer Experience Architecture to be the chief architect of our end-to-end user journeys. This is a high-impact, strategic role responsible for answering the critical question: "What should it feel like to be an HP customer?" You will be the cross-functional champion who frames and governs the total, "out-of-the-box-to-every day-use" experience for our key user personas. Moving beyond individual products, you will own the blueprint for the entire ecosystem—the hardware, the software, the services, and the support—that we deliver to a "Digital Creator," a "Hybrid Professional," or a "Student Gamer." You will not just set plans and strategy from the sidelines, while the process manager executes the plans in the trenches, but also own the success of the business objective that process serves.

Requirements

Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
10+ years of work experience, preferably in project management, HP Services business units and with global projects, or a related field.
Accounting
Agile Methodology
Auditing
Billing
Change Management
Customer Relationship Management
Data Analysis
Finance
Key Performance Indicators (KPIs)
Marketing
Microsoft Project
Milestones (Project Management)
Process Improvement
Procurement
Project Documentation
Project Implementation
Project Management
Project Schedules
Risk Management
Subcontracting
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity
Impacts large functions and leads large, cross-division functional teams or projects.
Provides highly innovative solutions to complex problems within established policy.

Nice To Haves

Project Management Professional (PMP)

Responsibilities

Persona-Driven Strategy influencer: Design and implement the governance to evangelize key user personas, transforming them from static research documents into dynamic "Experience Blueprints" that guide product development.
Measure What Matters: Ensure the Key Experience Indicators (KEIs) set and work with analytics teams to measure the success of our persona-based initiatives, linking them to business outcomes like NPS, retention, and feature adoption.
Bespoke Journey Curation: Define the ideal, end-to-End (E2E) journey for each persona. This includes:
Hardware: Influencing design and key specs that matter most to the persona.
Software: Curating the Out-of-Box-Experience (OOBE), defining pre-installed software, utility apps, and partner integrations.
Services: Bundling and integrating value-add services in a way that feels seamless, not-tacked on.
Content: Guiding the creation of persona-specific tips, tutorials, and welcome content.
Cross-Functional Leadership: Act as the central "glue" between Product Management, Hardware Engineering, Software R&D, System Management, and Customer Support. You will lead by influence, ensuring all teams are aligned and executing against a single, cohesive experience vision for each persona.
Ecosystem Thinking: Champion a holistic view that ensures a seamless interaction between all HP devices and services (e.g., PCs, printers, peripherals, and software) for a target user.
Experience Road mapping: Partner with product leaders to build a multi-year experience roadmap that prioritizes and sequences the delivery of new, persona-led features and initiatives.