Director, Customer Experience in Customer Support

HP Customer Support delivers Support and Managed Service experiences that amaze. The organization supports HP’s Personal Systems & Print businesses and helps millions of customers around the world regain or improve their productivity.

The core of HP Customer Support’s (CS’s) DNA and our unique opportunity is to turn a challenging situation into a lasting experience that drives loyalty to HP, as well as to enable maximum customer productivity in a Managed Service scenario. HP’s Support and Service Experience is therefore a critical part of HP’s Brand, and Product experience. The CS Customer Experience team leads the organization’s CX strategy, operates CS’s CX feedback management platform, and drives CS’s customer-data-to-actions culture. The team leads change initiatives to evolve the organization’s culture and operating mode towards becoming an HP hallmark and icon for Customer Experience.

The Senior Director, Customer Experience leads this team of approximately 30 employees, is the thought and strategy leader for all of CS’s CX activities in the regional, market, and functional teams.

The leader also represents Customer Support, HP’s largest user of the company’s Customer Experience platform, in the pan-HP CX governance in order to evolve the company’s customer touching processes towards end-to-end, contextual and differentiating experiences.

Additionally, the team houses the expertise for certifications & compliance programs for ISO9k, and Information Security / Data Privacy, ISO27k.

Responsibilities:

• Customer Experience strategy & thought leadership across Customer Support
• Drives pan-CS initiatives and uses customer insight to create differentiated, best in class Support Experiences specific to segments, product or solution offerings.
• Collaborates across HP to drive customer needs into HP’s New Product Development and/or HP’s Generation over Generation improvement cycle.
• Represents Customer Support in the pan-HP governance to further evolve the Customer Beacon Platform with the intent to create contextual Customer Experiences across HP’s end to end processes.
• Responsible to manage the operational infrastructure that enables customer driven insights for Support & Services touchpoints, which include all Digital and Assisted Support processes, as well as hp and channel partner support and services delivery.
• Transforms and aligns all survey, and CX measurement processes onto one common platform and framework with a data to action outcome.
• Provides leadership, training and awareness across CS for data privacy, ISO quality, info security. Responsible for achieving/maintaining the ISO 9K and 27K Certifications.
• Collaborate with HP’s Chief Privacy Office and others to ensure compliance to the info security and data privacy policies
• Drives Support-NPS, Customer Effort, and Customer Satisfaction metrics evolution and utilizes external perspectives to determine best in class objectives.
• Leads the organization of the company’s Customer Experience Days

Experience and Leadership Characteristics:

• Passionate expert in CX methodologies, survey systems, and CX measurement systems
• Proven experience with running / setting up a CX culture, framework
• Absolute expert at collaborating and working through others and across organizational boundaries
• Has run mid to large scale operational processes and understands customer driven improvement concepts & methodology

• Digitalization, process & tool transformation experience
• Senior leader that easily manages in a matrix based on strong operational, business & financial acumen.
• Understanding of different GTMs like channel and/or direct business models in-or outside of Support
• Proven ability to manage global, regional and/or culturally driven dynamics. Has successfully driven change across regions with a customer/partner-first mindset.
• Combines listening skills and leadership to optimize results across a number of different processes & markets
• Communicates at ease at all levels with a bias for action and execution
• Proven successes and passion in team & employee development