Analytics and Customer Experience Program Manager

Analytics and Customer Experience Program Manager

Description –

About HP

HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.

You’re out to reimagine and reinvent what’s possible—in your career as well as the world around you. So are we. We love taking on tough challenges, disrupting the status quo, and creating what’s next. We’re in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.

Our history: HP’s commitment to diversity, equity and inclusion – it’s just who we are. From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day. When you do that, you’re more innovative and that helps grow our bottom line. Come to HP and thrive!

At HP, our ambition is to become the world’s most sustainable and just technology company. Sustainable Impact is fundamental to HP’s reinvention journey – fuelling our innovation and growth, strengthening our business for the long term, and enabling us to develop and deliver the best solutions for our customers. 

We are committed to developing and delivering an environmentally sustainable product portfolio, improving the sustainability of our own global operations, and partnering with our suppliers and with our customers to reduce their environmental impact.

We believe that our actions should address some of the greatest challenges we face as a society, including climate change, human rights and digital equity.

We are proud of the progress we have made on our Sustainable Impact commitments but know there’s still more work to do. 

Over the next decade, HP will stand for a new era of progress— where climate change is reversed, human rights are universally protected, and digital equity democratizes opportunity for all.

This is an opportunity to be part of that journey and to make a real positive and sustainable impact.

You can find more information on HP’s Sustainable Impact strategy and commitments at www.hp.com/sustainability, and in our latest Sustainable Impact Report.

Description:

HP customer’s sustainability requirements are rapidly increasing and complexifying in light of the advancement of programs, practices and regulations in this field. The Sustainability Customer Success team is responsible for articulating strategies and processes for sales support globally, enabling HP to efficiently support our customers and commercial partners on their sustainability journey. Our mission is to translate our sustainability strategy into a demonstrable competitive advantage, contributing to company’s bottom-line and market share.

We are seeking for an analytics and sustainability data customer experience program manager. This person will help update sustainability customer data requirements at a product level to support data automation and integration, and defining customer journeys and sales support process for each sales tool interface being developed under HP’s sustainability customer data tools program.

Review and Map Customer Data Requirements:

• Collaborate with the multiple teams to review, update, and map customer data requirements related to climate, circularity, human rights, and suppliers.
• Ensure that automation and integration align with customer needs.

Develop Customer Experience Workstream:

• Within the sustainability customer data tools program, create a dedicated workstream focused on enhancing the customer experience.
• Consider the customer journey and the necessary sales support processes for each sales tool.
• Collaborate with internal teams to create a comprehensive roadmap for the HPB2B ecommerce Tool and Sustainability Sales Tool.

Sales Support Management:

• Create a MOC (management of change) plan to manage the transition between Sustainability Customer Success, Sustainability Compliance Center, and Sales Operations Teams.
• Clearly document and define roles and responsibilities across each team.
• Support the other PMs in assessing the current and future tools under development requiring sustainability data at a product level.

External/Public Sustainability Customer Data Tools:

• Assess the customer experience related to the external facing tools/sites
• Align with the GAIA PM to develop a plan/roadmap for integrating data between HP.com and the HP Stores Globally.

Customer Insights and Analytics:

• Improve accuracy and processes for internal data accounting and methodology for customer insights
• Manage the customer sustainability data power BI, in partnership with other analytics PMs

Requirements & essential skills

• Bachelor’s degree in Business related fields, master’s degree is a plus
• Minimum of 5 years of work experience in project management and/or product and customer experience operations functions;
• Demonstrated experience in process improvement, quality assurance and customer experience tools, programs and resources;
• Strong project management skills – ideally complex, cross-functional, and global;
• Passion for sustainability and basic knowledge about main sustainability main domains are a strong plus;
• Strong leadership, negotiation, and influencing skills to rally support from internal and external stakeholders to deliver on objectives
• Strong problem-solving skills. Capacity to see “the big picture” in complex, fluid situations, then prioritize and take action with calm and efficiency, working at a fast pace in a flexible manner.
• Authentic customer service orientation combined with polished presentation skills to all levels of stakeholders
• Teamwork and collaborative team player
• Enthusiasm, ability, and willingness to learn and adapt to new challenges
• Impeccable integrity and ability to work with confidential customer and operational data with indirect authority and minimal direct day-to-day supervision
• Fluent English
• Knowledge of project management tools, Power BI and data systems and tools

Thanks for taking the time to review our job, if you think it is a match to your experience and interests please apply today, we are eager to learn more about you. If you know a friend who may be a fit for the job, please refer them. 

ES41 (GBU)

Job –

Public Aff

Schedule –

Full time

Shift –

No shift premium (Spain)

Travel –

Relocation –

Equal Opportunity Employer (EEO) – 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement

Read Full Description