Customer Journey ManagerDescription - HP’s vision and promise are to engineer experiences that amaze our customers. With the heart, creativity, and energy of a startup, and the brain, muscles, and determination of a Fortune 100 company, we continue to deliver ground-breaking new technologies to build on our 76-year legacy of innovation. HP’s recently formed Customer Experience Office is focused on creating the very best possible experience for HP’s global customer base. As part of our digital transformation, HP is investing in a portfolio of experiences that help customers of all sizes to be as productive as possible as they complete tasks throughout all phases of their journey with HP. HP’s vision for customer experience is to make HP the easiest and most trusted company for the digital world. Our strategy to deliver on this vision is to create a portfolio of digital experiences that make it easy for customers of all types to use technology to get things done. This work depends on an empathetic approach to understanding the needs of our customers and then to create a set of solutions that goes directly to responding to those needs. The Customer Journey Manager will report to HP’s Director of Customer Journeys and Curation and will work with product and business groups across the company to create seamless end-to-end experiences for our customers. In this role, you will not only be helping to define customer centric end-to-end experiences, but you will also be helping to create and constantly refine HP’s center of excellence for customer research and customer-centric design. As you work with product groups, business units, marketing, and the customer support organizations, you will define a world-class set of end-to-end customer journeys that help design and deliver experiences that lead to the best possible outcome for customers. In this role, you will not only use qualitative and quantitative data to build a consolidated understanding of customer needs, motivations & pain points, but you will also help to develop our design thinking approach—taking input from senior business and product leaders from a diverse set of businesses—building a repeatable process that allows product managers, designers, and engineers to create experiences that lead to amazing capabilities and engagement. In this role, the customer journey design product manager is responsible for understanding the customer & their experience, helping to deliver experiential results, and creating repeatable processes that evolve with the needs of our customer and for helping to empower product and business leaders with this knowhow. Responsibilities: Seeks qualitative and quantitative customer data from direct conversations, surveys and focus groups to develop insights into customer wants and needs. Understands existing experiences and identifies opportunities for improvement, including documenting current state and defining “ideal state” experiences. Provides input to product groups, business groups and online properties on experience design to ensure solutions meet customer needs. Executes product experience validation process to ensure that HP’s products and services deliver against the value proposition and customer promise. Creates and delivers training on design thinking methodology for internal audiences. Documents best practices for design thinking. Education and Experience Required: 5+ years of proven successful track record in customer research, design thinking and/or experience design Experience in CX discipline and strategy Formal training in design thinking and/or experience design. This may be either as part of a degree program or as part of a design thinking center program or certificate program. A passion for customers and technology. MBA highly desired, or advanced university degree. Bachelor’s degree required. Knowledge and Skills: Research: Ability to Create and execute research strategies and plans, and a natural curiosity to solve ambiguous challenges Empathy: In particular, this leader must have passion for the customer and empathy for the aspirations and pain points that they face. Design Thinking: The ideal product manager will have extensive experience in design thinking for customer experiences. Technology: The customer experience design product manager must have a passion for technology. While you need not be an engineer, you need to have a strong understanding of technology in terms of what is possible—now and in the future. Cross Group Collaboration: Success in this job depends on the ability to influence leaders with many priorities to deliver the best possible customer experience. Data Driven: Success depends on the ability to use data to drive decisions and buy-in. Strong Communications Skills: This includes written (prose), PowerPoint and live presentation skills. Problem Solving: Approaches problems in a rational manner using sound strategies that ensures comprehensive understanding and effective resolution. HP is an equal opportunity employer: https://www8.hp.com/h20195/v2/GetDocument.aspx?docname=c08129225 Job -ServicesSchedule -Full timeShift -No shift premium (United States of America)Travel -25%Relocation -YesEEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.
View Original Job Posting