Customer Support Insights – Benchmarking Lead

HP France

CS Insights & Benchmarking Lead overseeing benchmarking intelligence and performance target‑setting activities for HP Customer Support. Translating data into strategic insights and operational improvements at an enterprise level.

Posted 5/5/2026full-timeSant Cugat del Valles • Texas • 🇺🇸 United StatesSenior💰 $130,700 - $205,200 per yearWebsite

About the role

Key responsibilities & impact

The CS Insights & Benchmarking Lead is the enterprise owner of benchmarking intelligence and end‑to‑end (E2E) performance target‑setting activities across HP Customer Support.
This role defines and leads CS benchmarking intelligence and E2E performance target‑setting at an enterprise level.
It establishes how CS measures success, compares performance internally and externally, and sets clear, outcome‑driven expectations across global operations.
By translating complex internal and market data into executive‑ready insights, the role directly informs strategy, transformation priorities, and investment decisions, enabling sustained performance excellence across CS.
Define and lead CS benchmarking intelligence governance, including scope, prioritization, and operating cadence, acting as the single point of accountability for definitions and methodologies.
Own the E2E benchmarking intelligence strategy and multi‑year roadmap, aligned with CS and HP business priorities.
Lead internal and external benchmarking initiatives to identify best practices, performance gaps, and enterprise‑level improvement opportunities.
Ensure functional, market, and business‑level targets are consistently aligned and coherently rolled up to global E2E objectives.
Resolve cross‑functional or regional misalignments by defining final E2E target recommendations for executive review and approval.
Influence senior and executive leadership decisions related to strategy, transformation initiatives, and performance improvement priorities.
Lead global relationships with external benchmarking partners and market intelligence providers, ensuring data quality, consistency, and business relevance.
Own and manage the global CS benchmarking intelligence budget, with accountability for value realization and ROI.

Requirements

What you’ll need

Extensive experience (typically 10+ years) in market intelligence, benchmarking, strategy, analytics, or customer support operations within complex, global organizations.
Deep expertise in market intelligence and benchmarking, including application of internal and external benchmarking methodologies.
Strong understanding of operational strategy and its translation into outcome‑driven performance targets.
Demonstrated ability to influence, align, and drive decisions at senior leadership level across global organizations.
Proven experience delivering executive‑level insights and recommendations from complex data.
Strong program, portfolio, vendor, and budget management experience.
Advanced analytical, dashboarding, and storytelling capabilities; experience applying AI or advanced analytics to benchmarking is a strong advantage.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

market intelligencebenchmarkingstrategyanalyticscustomer support operationsperformance target-settingdata analysisdashboardingAIadvanced analytics

Soft Skills

influencealignmentdecision-makingcommunicationleadershipprogram managementportfolio managementvendor managementbudget managementstorytelling