Job Summary:
We are seeking a Customer Experience (CX) Design Leader to optimize the enterprise customer journey from onboarding through renewal within HP's Customer Experience and Enablement Organization. This role is essential for creating a seamless, engaging experience tailored to enterprise clients, enhancing each stage of the customer lifecycle, and fostering strong, lasting relationships. The CX Design Lead will work cross-functionally to identify process improvements, enhance journey touchpoints, and drive customer satisfaction.
Key Responsibilities:
- Process Optimization for Enterprise Customer Journey
- Map and evaluate the end-to-end customer journey from onboarding through renewal, identifying areas of friction and improvement.
- Design and implement streamlined, customer-friendly processes that deliver a consistent, high-quality experience across all stages of the customer lifecycle.
- Collaborate with multiple organizations to ensure integrated workflows, maximizing continuity and efficiency in customer interactions.
- Customer-Centric Experience Design
- Facilitate design sprints and workshops with stakeholders to co-create journey processes that meet the specific needs of enterprise customers from onboarding through renewal.
- Conduct journey mapping to analyze each touchpoint, ensuring continuity and alignment across the customer experience.
- Leverage customer feedback and data to anticipate and exceed customer expectations, making data-driven adjustments to the customer journey.
- Strategic Collaboration and Alignment
- Work closely with leadership across HP’s Customer Experience and Enablement Organization and other departments to align journey enhancements with broader enterprise objectives.
- Partner with IT, Product, Marketing, and other relevant teams to introduce technologies and tools that elevate the customer experience, improving process efficiency and satisfaction.
- Performance Measurement and Continuous Improvement
- Define and monitor KPIs to measure the impact of journey improvements on customer satisfaction, engagement, and retention.
- Utilize data insights and customer feedback for continuous refinement of the journey, adapting processes to meet evolving customer and business needs.
- Develop and present reports to leadership, offering insights and recommendations to support data-driven decision-making.
Required Skills and Qualifications:
- Experience
- 5+ years in Customer Experience, Process Design, or a related field, with a proven track record in optimizing customer journeys for enterprise clients.
- Strong understanding of the enterprise customer lifecycle, with experience in process design across onboarding, engagement, and renewal.
- Background in B2B or enterprise environments is preferred.
- Technical Skills
- Proficiency with journey mapping and process workflow tools (e.g., Miro, Lucidchart).
- Familiarity with CRM, ERP, and data analytics platforms.
- Strong analytical skills for data-driven decision-making and journey optimization.
- Soft Skills
- Excellent communication, facilitation, and presentation skills.
- Customer-centric mindset with a strong problem-solving approach.
- Collaborative team player, capable of effectively working with multiple organizations and cross-functional teams.
Why Join Us?
As a CX Design Lead, you will play a critical role in shaping and enhancing the enterprise customer journey from onboarding through renewal, directly impacting customer satisfaction and long-term loyalty. This position offers a unique opportunity to drive customer-focused process improvements and be a part of HP’s commitment to exceptional customer experience. If you are passionate about creating impactful, customer-centered journeys, we invite you to join our team!