Customer Experience Program Manager

Hewlett-Packard Company Vancouver , WA 98660

Posted 11 months ago

THE COMPANY

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 TEAM

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.

THE ROLE

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.

KEY RESPONSIBILITIES

  • 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

  • Experience with Javascript & XML preferred

  • Knowledge and experience using statistical analysis programming languages (such as Python or R) preferred

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Customer Experience Program Manager

Hewlett-Packard Company