Customer Experience Transformation Consultant

Summary:

  • Excitingopportunity for experienced CX solution designers/consultants
  • Working in apan-European team on Business Process Services (BPS) sales opportunities withhighly experienced solutioning and businessprocess experts
  • Defines appropriatesolutions including both operations and technical components to meet thecustomer’s requirements and achieve HPE’s strategic goals.
  • Key focus on CXtransformation strategies involving digitisation, analytics, CXautomation and/or omni-channel solutions, covering both technology andoperational aspects.

Key Responsibilities:

  • Work effectively aspart of a sales team to develop competitive CX solutions for our clients;
  • Uncovering clientbusiness requirements and matching these to capabilities within HPE and key partners
  • Definingsolutions using appropriate CX channels (voice, chat, email, social media, web/self-service) and channel shift strategies.
  • Applying insightof what drives operational efficiencies and key metrics (c-sat, net promoter scores,conversion rates, etc.) to optimize the solution
  • DemonstratingHPE’s value proposition to the client and how our solutions address theirbusiness needs
  • Be a trustedadvisor to clients by demonstrating a solid understanding of industry specifictrends in the CX space and how they translate into customer needs.
  • Collaborate withsenior HPE business leadership to help improve HPE capabilities in CX services.

Knowledge and Skills:

  • 5 years’experience working in a global consulting/systems integrator firm or customerservices organisation
  • Bachelor’s degreeor equivalent work experience
  • Strong understandingand experience of;
  • Customer contact operations(servicing, selling and/or marketing), ideally in one of; financial services,public sector, hotels/hospitality/travel, telco.
  • CXtransformations involving digitization, automation, omni-channel and/oranalytics technologies
  • Proven businessand financial acumen with strong business analytics, relationship managementand collaboration skills
  • Six Sigma orother operational certifications a plus
  • Excellentcommunication skills, strong professional ethics and integrity
  • Highly proficientin Excel, Word, PowerPoint and in data manipulation/modelling.
  • Able to multi-task and work effectively within virtualteams
  • Strongorganizational skills and be accountable for own performance
  • Fluent in English(speaking and written). Other Europeanlanguages would be an asset
  • Willing to travel(typically within Europe) as required

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