Customer Experience Product Manager

HP's Customer Experience & Portfolio Strategy (CEPS) group delivers exceptional experiences to consumers and commercial users upon HP personal system products. We are driving personal computing in new directions with a focus on customers and quality. Our group enables innovative consumer electronics features and experiences that others have not identified. We think ahead, inquire, analyze, strategize and make it happen.

Driving great customer experiences requires asking, listening, learning and analyzing customer feedback to determine which investments will yield the biggest customer wins. We are currently in search of a Customer Experience Product Manager that will help curate future HP products. The right candidate will have proven success of working on new product initiatives and delivering products that exceed expectations that customers are seeking. It is not technology you are building rather specific user experiences that you are perfecting.

As a Customer Experience Product Manager, you will be responsible for understanding which experiences are key to yielding wildly successful products. You will use customer feedback, industry research, competitive benchmarking and usability testing to define and prioritize what is most important. You will be the primary individual responsible for curating each product mix to deliver upon exceptional customer experience. You will help specify and optimize the software, hardware and other components necessary to deliver each target experience. Your ability to collaborate, persuade and influence key stakeholders to focus on exceptional customer outcomes will be in full use. At any one time you may be helping to lead several strategic product initiatives within HP, each of which may have an opportunity to revolutionize the way we live and work.

We are an equal opportunity employer and value diversity of all kinds at HP. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability.

Responsibilities & Performance Profile

  • Champion development of new HP experiences by analyzing customer needs and prioritizing what is most important.
  • Advocate for Customer Experience, not just technology. Focus on the whole, not the sum of the individual parts, that deliver an optimized user experience. (For example – Streaming video requires graphics, displays, audio and connectivity that work well together)
  • Inspire teams to revolutionize products and experiences. Drive change through passion backed by solid business metrics. Help make the ordinary, extraordinary.
  • Be the customer. Become an expert on the environment the product will be used, the use cases and outcomes that the customer desires to achieve.
  • Make it easy. If experiences are your map, customer effort should be your compass. Define ways to reduce steps, simplify learning and improving reliability for successful use.
  • Influence leaders and peers. Build momentum by recruiting others to join the cause. Represent the customer experience as the key to loyalty and continued growth.
  • Drive repeatability of success. Define specifications and ways to scientifically quantify the optimal outcomes that set the bar for future versions.
  • Exude empathy for customers. Speak with end customers, read customer verbatims, listen to customer interactions and inquire about customer pain points. Make positive changes that yield better customer outcomes.
  • Assume, and partner on, accountability for success. You will ultimately be responsible for driving positive outcomes.
  • Be persuasive and rally the crowd. Build data and business cases that help articulate your strategic direction. Achieve alignment with individuals, groups and executives to drive results.
  • Measure and communicate results. For each action, determine how we will measure success and validate the benefit of that action.
  • Be kind. Work as a partner whom practices high ethical standards. Be responsible, honest and work with unquestionable integrity.

Qualifications

  • Five years of product management experience or MBA with Technical degree.
  • BS/BA degree in technical field.
  • Demonstrable success of driving positive change based on data.
  • Acumen for building business cases and feature prioritization based on price/value analysis.
  • Exceptional communication and professional relationship building skills across disparate teams.
  • Prior experience in translating user experience into tangible specifications.
  • Outstanding presenter and storyteller that can tailor a message of which improvements to make based on customer data.
  • MBA is a plus.

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