Customer Experience Manager

Customer Experience ManagerDescription -In this role, you'll be responsible for developing and implementing the organization's customer experience (CX) vision and strategy. You'll translate customer insights into actionable plans, design and optimize the customer journey, and develop programs to drive customer satisfaction and loyalty. You'll also lead a high-performing CX team, measure and analyze customer data, and champion the importance of CX across the organization.Key Responsibilities:Strategic Leadership:Define and implement the organization's CX vision and strategy.Align CX efforts with overall business goals.Translate customer insights into actionable plans for improvement.Customer Journey Management:Design and optimize the customer journey across all touchpoints.Identify and address customer pain points.Develop programs to improve customer satisfaction and loyalty.Metrics & Analytics:Develop and implement a customer experience measurement framework.Analyze customer data to identify trends and opportunities.Use data to drive continuous improvement in CX initiatives.Communication & Collaboration:Communicate the importance of CX to all levels of the organization.Build strong relationships with key stakeholders across departments.Advocate for the customer within the organization.This role may also include:Business analysis for service delivery and program execution.Collaboration across teams to develop innovative solutions.Leading cross-functional initiatives impacting the services business.We're looking for someone with:Strong understanding of CX principles and best practices.Expertise in customer journey mapping and analysis.Experience with CX measurement and analytics.Proven ability to develop and implement CX programs.Excellent leadership, communication, and collaboration skills.To be successful, you'll also need:A four-year degree (or equivalent experience) in business administration or a related field.10+ years of experience in customer support, CX, service management, or a related field (preferred).A CCXP - Certified Customer Experience Professional (required)PMP certification (preferred).Job -ServicesSchedule -Full timeShift -First Shift (India)Travel -25%Relocation -Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement