End-to-End Customer Journey Manager

End-to-End Customer Journey Manager

Description -

Organization: HP Solutions / Customer Support Operations (CSO) Business Management

Team: CS End‑to‑End Experience & Operations

Reports to: CS End‑to‑End Experience & Operations Team Manager

Scope: Global

Job scope / summary

The E2E Customer Journey Manager is accountable for driving excellence across assigned end‑to‑end (E2E) customer journeys within Customer Support (CS), such as Remote Support, Self‑Repair, and related experience flows.

This role owns the identification of journey deviations, performance gaps, and improvement opportunities, ensuring that targeted initiatives deliver measurable, sustainable outcomes across operational efficiency and customer experience.

By combining strong operational knowledge, structured analytical thinking, and E2E execution discipline, the E2E Customer Journey Manager ensures that customer journeys are clearly understood, consistently executed, and continuously improved across regions and functions.

Job specifics / responsibilities

Customer journey ownership

• Own assigned E2E customer journeys (e.g., Remote, Self‑Repair, Onsite), with accountability for performance oversight and continuous improvement.

• Develop and maintain a comprehensive understanding of how operational processes, systems, and teams interact across the full customer journey.

• Ensure customer journey design and execution are aligned with CS strategy and experience objectives.

Deviation identification, root‑cause analysis, and outcome delivery

• Identify journey deviations, inefficiencies, and failure points using operational data, customer signals, and performance metrics.

• Apply structured analytical thinking and root‑cause analysis to diagnose complex, cross‑functional issues, distinguishing between execution gaps, process design limitations, and systemic constraints impacting journey outcomes.

• Define, prioritize, and lead E2E improvement initiatives across the assigned customer journey scope.

• Own project planning, risk identification, and mitigation activities, ensuring initiatives are delivered on time and achieve intended outcomes.

• Monitor progress against agreed plans, milestones, and performance targets.

• Drive follow‑up actions to ensure improvements are fully embedded into standard operations and deliver sustainable, measurable impact.

Influence, collaboration, and alignment

• Collaborate across multiple teams and functions, including Operations, Digital, IT, Finance, and Customer Experience.

• Influence stakeholders to align on priorities, solutions, and execution plans without formal authority.

• Act as a trusted partner and advisor on customer journey performance, insights, and continuous improvement initiatives.

Key deliverables / accountabilities

• Clearly defined E2E customer journey mapping for assigned scope.

• Ongoing journey performance and deviation insights, with prioritized improvement actions.

• Delivered and embedded journey improvements with measurable, sustained outcomes.

• Regular leadership‑ready updates on progress, results, and impact.

• Demonstrable improvement in customer experience, efficiency, and journey reliability.

Working relationships

Internal

• Customer Support Operations (CSO)

• Field & Channel (F&C)

• Service Supply Chain (SSC)

• Customer Care Center (CCC)

• Digital Transformation (DT)

• Managed Services Delivery (MSD)

• Customer Experience

Experience

• Typically 8-10 years of experience in operations, process excellence, or operational transformation within complex organizations.

• Strong understanding of customer journeys and the operational processes, systems, and teams that support them.

• Proven experience leading E2E improvement initiatives that deliver measurable operational and customer outcomes.

• Demonstrated ability to apply structured problem‑solving and root‑cause analysis in complex, cross‑functional environments.

• Experience influencing and driving alignment across matrixed organizations without direct authority.

• Strong analytical, project management, and execution skills, with the ability to manage risks, dependencies, and trade‑offs across E2E initiatives.

• Excellent communication and stakeholder management skills, i