Customer Experience Professional II

Introduction:

This is a unique opportunity to join as Customer Experience Professional a multidisciplinary team of creative and passionate individuals destined to change the concept of Customer Experience. We are laser focused to provide customer experience that amazes. We are a lean, flat and experimental team combining science and engineering to identify and inject high-value insights into HP Inc processes at their point of highest impact.

Responsibilities:

Applies intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems of moderately complex scope. Acts as an informed team member providing analysis of information and limited project direction input. Exercises independent judgment within defined practices and procedures to determine appropriate action. Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.

The candidate will be engaged in a variety of data collection, analytic, programming and reporting related projects, to support HP Inc.'s Quality and Customer Experience improvement programs. The candidate will work both independently and in a global, team environment. Work requires confidence in programming, mathematics and the ability to coordinate and execute data collection, processing, reporting and analytics projects.

The objective of these research initiatives is to measure customer satisfaction and loyalty, gain deeper understanding of the underlying drivers, and provide insights that will help to optimize the company's strategies and planning to effectively execute and deliver excellent customer experience and lead in customer loyalty.

You will advocate, evangelize and build data-fueled INSIGHTS that help improve our customers' experience.

You will work with cross-functional team members to identify and prioritize actionable, high-impact customer experience insights across HP business areas.

  • Implements and assists with designing customer experience tools, processes and programs to drive quality management and continuous improvement of products or solutions.
  • Develops customer intelligence and insight by capturing, assembling and assessing customer sentiment about the company and solutions for an assigned area or portion of business; integrates and analyzes disparate data sources to provide insights and supporting data for customer experience improvement.
  • Represents the voice of the customer to stakeholders by supporting surveys, observational studies, and "voice of the customer" research and by following up on identified issues, tracking action items and reporting, escalating appropriately, and advocating for customer- centered outcomes while balancing HP and customer needs.
  • Under supervision, interfaces directly and indirectly with the customer to gather information and represent the HP outcomes or actions to the customer.
  • Participates in best- practices sharing and collaboration to develop customer experience innovations.


Projects may include, but are not limited to:
  • Research, identify and collect data from multiple sources
  • Consolidate and clean data to prepare for statistical analysis and visualization
  • Conduct statistical analysis to correlate the strength of relationship between customer experience, financial and process measures
  • Participate in processes to automate data collection into data warehouses
  • Build models to predict revenue growth from customer experience and process metrics
  • Evaluate suitability of metrics and measures for analysis, inclusion in scorecards and for improvement efforts
  • Publish periodic progress reports (project status and scorecards)


Knowledge and Skills
  • General understanding of common customer experience methodologies and tools used to capture and report customer experience data.
  • Experience with data collection and analysis tools and software packages to gather, integrate and analyze data from multiple sources.
  • Ability to apply analytical, statistics and problem-solving skills, including organization, attention to detail and ability to deal with ambiguity.
  • Understanding of industry and internal quality standards and methodologies.
  • Using empirical analysis, modeling and testing methodologies to validate compliance with quality standards.
  • Strong written and verbal communication and facilitation skills; mastery in English and local language.
  • Ability to balance listening and advocacy to effectively communicate customer needs, quality plans, proposals, and results, encourage collaboration and negotiate options.

Impact/Scope
  • Collaborates with customers, peers, technical and account leaders and external and internal quality partners.
  • Typically partners with high-level Individual Contributors and Managers.
  • Supports projects requiring customer experience data analysis and reporting.


Education and Experience Required:
  • Bachelor's degree or 1st year of Master's program completed; strong preference for Computer Science, Data Science, Statistics or Mathematics degrees
  • Basic programming skills. Preferably Java, Python, R, SAS and SQL
  • Experience in data extraction, data cleansing and preparation, text analytics, data mining.
  • Ability to conduct statistical analysis including correlation and multivariate regression
  • Strong verbal and written communication (Fluent in English)
  • Skills to manage smaller projects to successful completion
  • Learn quickly; translate school or other knowledge into practical application


Desired:
  • Experience working with small teams to accomplish shared objectives
  • Analysis & Modeling: 2+ years of experience building statistical models (e.g. linear & logistic regression, time series, SVM, etc.)
  • Data: 2+ years of experience working with databases (relational, map-reduce, columnar) writing code to extract, manipulate and analyze.
  • Ability to streamline and automate data collection and onboarding tasks using programming skills
  • Familiarity with API's and various Db connectors to onboard data
  • Progress toward advanced degree or other relevant work experience considered a plus


Technical skills:
  • Proven knowledge and experience in customer experience research and analytics/reporting (primary skill)
  • Experienced with survey methodology as well as on sociology, psychology, statistics, and data science.
  • Working knowledge of visualization tools such as Tableau, Power BI, Qlikview, Python, R
  • Experience in data extraction, data cleansing and preparation, text analytics, data mining.
  • Ability to conduct statistical analysis including correlation and multivariate regression
  • Analysis & Modeling: 2+ years of experience building statistical models (e.g. linear & logistic regression, time series, SVM, etc.)
  • Data: 2+ years of experience working with databases (relational, map-reduce, columnar) writing SQL code to extract, manipulate and analyze.
  • Ability to streamline and automate data collection and onboarding tasks using programming skills
  • Familiarity with API's and various Db connectors to onboard data
  • Progress toward advanced degree or other relevant work experience considered a plus



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