What are the responsibilities and job description for the Customer Success Insights position at Hewlett-Packard?
Customer Success Insights & Practice Lead
We are a key player in transforming HP's business model from being a hallmark in transactional hardware to becoming a leader in lifelong relationships powered by subscription services.
About the Role
This role will work with lifecycle campaign managers, operations, support, product management and other key stakeholders to:
- Develop and implement core processes and best practices to support operational rigor across customer lifecycle management
- Standardize the voice of the customer (VoC) & customer insights practice
- Strategize and develop the future of the post-sale digital subscriber experience through the HP app
- Build a working model for driving customer needs across their lifecycle into the product experience and the digital and human touchpoints across the journey
Key Skills and Experience
We are looking for someone who is excited by the opportunity to take a young operating model and shape it into maturity. You can bring a strategy to life with an iterative approach and an innovation mindset.
- 5 years of experience with a blend of project and program management
- A strategic mindset with a bias for action
- Experience in building and optimizing operational processes
- Strong analytical and problem solving skills
- A customer-first mindset, and experience with Voice of the Customer strategies and metrics
Knowledge and Skills
We are looking for someone with:
- Analytics
- Business Intelligence
- Business Strategies
- Competitive Intelligence
- Cross-Org Skills: Effective Communication, Results Orientation, Learning Agility, Digital Fluency, Customer Centricity
