Customer Experience Program Manager

We're looking for a highly skilled, motivated, and experienced professional to join our HP Industrial Printing organization as the Program Manager for Customer Journey & Experience.

In this crucial role, you'll be responsible for developing and implementing robust processes, KPIs, quality improvements, and change management programs related to the Total Customer Journey and Customer Experience. Collaboration with global sales, engineering, supplies, and services delivery teams is key to ensuring a seamless experience for our Industrial Printing Services Providers (PSPs).

Key Responsibilities

• Lead the development and optimization of end-to-end programs/processes for the Total Customer Journey, covering customer prospecting, sales, training, installation, support, and supplies chain.
• Work closely with Industrial Printing teams to ensure robust integration of marketing strategies and post-sales services and supplies.
• Drive customer satisfaction initiatives, implementing Customer Satisfaction Survey tools, including Net Promoter Score (NPS), to gather valuable insights for continuous improvement.
• Support the implementation and maintenance of CRM processes and tools, such as ServiceNOW CSM, Microsoft Dynamics, and quality survey tools.
• Utilize quality standards, including ISO, TQM, Lean Six Sigma, and business process management, to enhance overall customer experience and operational efficiency.
  
  

Qualifications

• Superior degree in Marketing or Business Administration; MBA preferred.
• Minimum 3-5 years of experience in Customer Journey/Experience management, with a focus on the Industrial Printing segment.
• Solid background in project management best practices (PMP, Agile, or Prince2 highly preferable).
• Experience with Net Promoter Score (NPS) and other tools for measuring customer satisfaction.
• Familiarity with major players and products in the Industrial Printing segment and understanding of marketing aspects within the industry.
• Proficiency in English with excellent negotiation, communication, workgroup, leadership, and executive presentation skills.
• Solid and proven experience leading organizational Change Management initiatives.
  
  

Preferred Skills

• Experience working with multi-regional/multi-disciplinary teams.
• Experience working with clients in the Industrial Printing segment.
• Knowledge of the global printing market and emerging trends.
• Familiarity with ServiceNOW CSM, Microsoft Dynamics, Salesforce, Medallia, Qualtrics, and other relevant tools.
• Previous experience in Business Process Management.
• PMP certification highly preferable.
  
  

If you are a strategic thinker with a proven track record in customer experience management, possess a deep understanding of CRM processes, and are ready to contribute to the success of a global leader in industrial printing, we invite you to apply for this exciting opportunity.

Being part of HP means access to an international community with lots of growth opportunities within the company, professional development resources, networking opportunities, while enjoying in a great atmosphere making an impact.

• You will be able to choose to either work office-based or hybrid work style.
• Flexibility to keep a good work life balance.
• Health & Life insurance.
• Lunch at reduced prices at our canteen/ ticket restaurant vouchers.
• HP product discounts.
• Flex optimization program: Kindergarten tickets, public transportation tickets.
• Diverse, continued internal growth and career opportunities. Including HP’s own learning platform and LinkedIn Learning.
• Women, Pride, Young employees, Multicultural, Sustainability and Disability! Just a few of our fantastic global business networks you can get involved with locally.
• We also dedicate time and resources to contribute with our community through Corporate Volunteering activities, including our onsite HP Charity day
• Our HP Barcelona campus’ in Sant Cugat del Vallès is an inspiring diverse and inclusive venue to meet, engage and co-create with your colleagues from all over the world: flexible work, collaborative spaces, sports and leisure areas (gym, tennis court, soccer field or a basketball court).
  
  

Sounds like you? Please apply and let’s talk!

About HP

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