HPE Digital Life Garage Customer Engagement Advisor

Hewlett-Packard

Job Description:

Job Family Definition:

Apply customer experience and loyalty research and measurement to design, deploy and manage the total customer experience for assigned segment/product/solutions.

Lead customer experience design and definition through the strategic application of design methodologies, conducting user groups and identifying usability across customer lifecycle touch points, including customer relationship with company. Lead strategic alignment of organizations and resources to deliver designed customer experiences to market and maintain customer retention. Represent the voice of the customer and actively participates in direct customer interactions. Design, deliver and manage customer experiences within Customer Experience Centers.

Management Level Definition:

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.

Responsibilities:

• Define customer experience requirements across customer touchpoints typically for a single product/solution category for a single business.
• Apply and tailor customer experience design methods to lead complex cross-functional and/or cross-business teams in the definition of customer experiences.
• Lead cross functional team, including non-company entities to design customer experience across the entire customer lifecycle, including the overall relationship.
• Lead horizontal teams to deliver experiences to the market.
• Develop and implement customer experience metrics.
• Design and manage customized customer experiences and briefings for the briefing center(s).
• Facilitate discussion, synthesize conclusions and identify follow up plans resulting from briefing(s).
• Develop new ideas and methods for using briefings to increase sales and improve company-customer relationship.
• Provide direction and guidance to process improvements and establish policies in the Executive Briefing Center.
• Execute customer retention program and user groups.

Education and Experience Required:

• BA or BS in Marketing or related field; MBA preferred.
• 7+ years marketing experience.
• Industry, sales, channel and/or project management experience a plus.

Knowledge and Skills:

• Expert knowledge of marketing fundamental, products/services/solution lifecycle and knowledge management.
• Experience in developing and driving consistent field adoption of industry/segment message.
• In-depth knowledge of industry and customer segments and demand generation program.
• Familiarity with and/or experience in partner management.
• Excellent written/oral communications and analytical skills.
• Excellent interpersonal skills; ability to build and manage virtual teams.
• Excellent negotiating skills.
• Ability to interface effectively with all levels of management and functional disciplines.
• Excellent influencing and consensus-building skills.

Additional Skills: