Principal Quality Experience Strategist

Principal Quality Experience Strategist

Description -

As the Principal Quality Experience Strategist for notebooks, desktops, and workstations, you will be the primary architect of HP’s next-generation quality experiential data frameworks. In this role, you will move beyond traditional "functional" quality metrics to define and lead the Quality 3.0 vision: a future where quality is predictive, perception-led, and a primary driver of brand loyalty.

You will lead the development of a comprehensive Quality Index and a predictive Leading Indicator engine designed to anticipate shifts in customer sentiment (such as but not limited to NPS and CSAT) before they manifest. This is a high-impact, horizontal leadership role where you will bridge the gap between hard engineering data and the "human element" of quality. Your mission is to ensure our R&D principles are rooted in eliminating "cheap impressions" that erode brand trust, ensuring customers choose HP for a well-earned reputation of excellence.

Key Responsibilities

• Quality Index Architecture & Governance: Develop and maintain a unified "Quality Index" that aggregates multiple KPIs (hardware failure rates, software stability, delivery performance) into a single, actionable health score. You will lead the strategic improvement actions based on this index across all product lines.

• Predictive Modeling & Back-Testing: Build and back-test leading indicators against lagging (but correlating) indicators such as NPS and CSAT. You will ensure HP is "in front" of the customer experience by identifying early warning signals in the manufacturing and development cycles.

• Perception Driver Analysis: Identify and quantify the specific drivers of "Quality Perception." Move beyond what is "broken" to understand what truly matters to the customer, driving these insights directly back into the product roadmap. Ensure customers believe HP provides such outstanding quality that it will heavily weigh future purchase consideration.

• NPI Integration & Gatekeeping: Embed the Quality Index and Leading Indicators into the New Product Introduction (NPI) lifecycle. Provide data-driven "Go/No-Go" recommendations to leadership based on predicted customer sentiment and quality readiness.

• Cross-Functional Collaboration (The "Human Element"): Partner with Human Factors, Reliability Engineering, Quality, Marketing, and R&D teams to translate perception data into engineering requirements. Identify and eliminate "cheap impressions,” such as small but frequent points of friction (tactile feel, fan noise, material finish, flex, OOBE) that negatively impact the user experience.

• Return on Quality (ROQ) & Business Cases: Develop financial models that quantify the ROI of addressing perceived quality issues. You will be responsible for forming exceptional business cases that balance "delightful" engineering with cost control and long-term warranty reduction.

• Data & Telemetry Strategy: Partner with Digital and IT teams to define requirements for real-time telemetry and data collection. Ensure the "Predictive Engine" is fed by high-fidelity data from both hardware and software environments.

• Horizontal Leadership: Drive consistency and best practices across the Notebook, Desktop, and Workstation business units, ensuring a "One HP" approach to quality excellence.

Qualifications & Requirements

• Experience: 10+ years in or across Quality Engineering, Product Design, Data Science, or Product Development. A proven track record of leading large-scale strategic initiatives in a global, matrixed environment is essential.

• Statistical & Analytical Proficiency: Advanced expertise in data modeling and back-testing methodologies. You must have the ability to synthesize complex, disparate data sets into clear, executive-level narratives.

• Strategic Systems Thinking: Ability to work horizontally across diverse product portfolios, identifying commonalities and scaling solutions that benefit the entire commercial ecosystem.

• Influence & Collaboration: Exceptional ability to partner with R&D, Reliability, Support, Human Factors, and Marketing. You must be able to shift engineering mindsets from "functional" to "delightful" while maintaining business discipline.

• Technical Tools: Proficiency with Business Intelligence (BI) platforms (e.g., PowerBI, Tableau) to create real-time executive dashboards.

• Education: Bachelor’s or Master’s degree in Engineering, Data Science, or a related technical field. A degree, specialization, or additional certification in Human Factors Engineering is highly preferred.