Customer Experience Lead
HP France
full-time
Posted on:
Location Type: Office
Location: Palo Alto • California • United States
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Salary
💰 $130,700 - $205,200 per year
Job Level
About the role
- 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.
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.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including;
- 4-12 weeks fully paid parental leave based on tenure
- 11 paid holidays
- Additional flexible paid vacation and sick leave
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer experience designkey performance indicatorsprogram managementusability designdata analysissurvey designfeedback mechanismscross-functional collaborationstrategic planningproblem solving
Soft Skills
leadershipmentorshipinfluencecommunicationindependent judgmentinnovationcollaborationguidanceorganizational skillscustomer focus