At HP, we believe in the power of ideas. Our vision is to create technology that makes life better for everyone, everywhere every person, every organization, and every community around the globe. This motivates us inspires us to do what we do. To make what we want. To invent, and to reinvent. To engineer experiences that amaze.
The Customer Experience (CX) team is a critical part of the reinvention of the Home Printing Solutions (HPS) organization.Our mission to improve customer satisfaction at every touchpoint across the customer journey.To achieve that, we strive to improve how the organization listens to, learns from, and delights our customers.We work cross functionally to understand, prioritize, and innovate experiences that amaze.We think ahead, inquire, analyze, strategize and make it happen.
Delivering great customer experiences requires asking, listening, learning and analyzing customer feedback to determine which investments will yield the biggest impact.As the Customer Experience Program Manager, you will be responsible for deploying and managing our customer experience engagement platform to enable the HP Print organization to achieve these objectives.You will work with leaders across each of business groups to architect a platform that uses the voice of the customer (VoC) to deliver deeper insights about our customers' journeys.You will work with internal and external partners to strategize, prioritize, and develop a solution that maximizes employee adoption, usage, and impact.
Participate in the design, setup, and review of customer feedback programs
Work with internal and external partners to carry out program implementations and enhancements
Build and maintain survey programs and reporting portal to meet needs of business stakeholders
Transform data into dashboards and reports for a multitude of levels within the organization
Work with partners to map data from internal and external data sources and resolve technical/system related inquiries
Analyze complex data to uncover actionable insights for our internal teams and customers
Support various ad hoc requests for customer feedback, analysis, and reports
EDUCATION & EXPERIENCE
College degree in Marketing/Business/Technical
5+ years of experience in customer experience, analytics, and technology
Experience with NPS and customer satisfaction survey programs
Experience with Medallia Experience Cloud preferred
Experience with text analytics preferred
Knowledge and experience using statistical analysis programming languages (such as Python or R) preferred