Customer Experience Lead

Customer Experience Lead

Description -

Job Summary
• This role is responsible for developing and optimizing customer journeys, managing voice of customer programs, and overseeing strategic briefings for key accounts. The role collaborates with internal stakeholders to organize presentations, designs customized customer experiences, and monitors KPIs and competitor activities. Additionally, the role leads complex problem-solving efforts, manages projects independently, and contributes to operational and strategic plans.

Responsibilities
• Optimizes end-to-end customer journeys, identifying touchpoints, pain points, and improvement areas.
• Designs and manages voice of customers programs, including surveys, interviews, and feedback mechanisms to capture valuable insights from customers.
• Manages briefings that focus on strategic accounts, large revenue deals and major relationship opportunities.
• Collaborates with internal stakeholders to identify and organize appropriate presentations and discussion leaders for complex, strategic briefings.
• Designs customized customer experiences and briefing to be presented in executive briefing centers.
• Provides active management throughout briefing to provide notes and action items for follow-up after the briefing.
• Participates in development and leads monitoring of key performance indicators related to customer experience initiatives.
• Leads monitoring of competitor activities and trends in the industry to identify opportunities for improvement.
• Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
• Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.

Education & Experience Recommended
• Four-year or Graduate Degree in Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4-7 years of work experience, preferably in project management, sales, channel, program management, marketing, or a related field or an advanced degree with 3-5 years of work experience.

Preferred Certifications
NA

Knowledge & Skills
• Analytics
• Business Intelligence
• Business Strategies
• Competitive Intelligence
• Customer Insights
• Dashboard
• Data Analysis
• Data Visualization
• Economics
• Market Intelligence
• Market Research
• Marketing
• New Product Development
• Power BI
• Python (Programming Language)
• R (Programming Language)
• SQL (Programming Language)
• Statistics
• Tableau (Business Intelligence Software)
• Thought Leadership

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
• Responds to moderately complex issues within established guidelines.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
 

The pay range for this role is $82,800 to $125,050 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• 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 (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modif