Customer Experience Program Manager at Lenovo

| Raleigh-Durham, NC
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Why Work at Lenovo
Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that's brighter and more inclusive. And we go big. No, not big-huge.
We're a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere.
The one thing that's missing? Well... you...
Description and Requirements
Lenovo's Infrastructure Solutions Group (ISG) Customer Experience team is seeking an experienced CX professional to join its Morrisville, NC-based team.
The Customer Experience Program Manager is a subject matter expert in CX program design and implementation, customer experience measurement (KPI) setting, and Net Promoter Score (NPS) & CSAT. Reporting to the Director of Customer Experience within ISG, this role will have responsibility for managing customer experience programs that ensure our business initiatives have a measurable impact on customers' experiences.
They will work closely with geographic and functional CX leads to drive alignment and track progress on CX KPIs across the customer journey. This role will provide guidance and customer-centric best practices to help teams establish appropriate targets for customer experience measurement. And refine our process for developing CX measurement and maturity by working strategically with data and analytics.
The CX Program Manager plays a key role in establishing process and rigor around regular leadership updates to ensure customer insights and progress on improvements are effectively communicated. In addition, this role will develop and implement processes and documentation in support of broad CX program governance and culture initiatives.
Being a strong collaborator, communicator and relationship builder is key to this role. It will require passion for all facets of customer experience including, customer listening, measuring CX impact, taking insights into action, and fostering a customer-centric culture. The successful candidate must enjoy and thrive in a fast-paced, dynamic environment.
Key Responsibilities:
CX KPI Program Management
  • Manage all aspects of the Customer Experience KPI program, coordinating across functions and business units to effectively report on and track progress against goals
  • Develop a deep understanding of KPI methodology and rationale
  • Coordinate Monthly CX Governance Meeting (Executive Level BMS) to report on CX KPI and CX progress
  • Define strategy and approach to targeting setting and drive alignment across stakeholders
  • Build and manage relationships with customer experience geographic and functional leads to streamline planning and communication on CX initiatives
  • Design process improvements that help standardize and drive best practices across the organization
  • Develop and maintain the process and governance around the use of CX tools
  • Document process updates and content that help employees across the company understand how we're capturing insights and measuring progress
  • Align business goals with customer-focused culture and refine existing customer journey maps

CX Insights Program Management (VOC & VOE)
  • Assist in the strategy development of Voice of the Customer and Voice of Employee programs worldwide, across ISG
  • Collaborate with the wider organization to build a VOC strategy around customer-focused metrics
  • Lead customer experience VOC program function, including measurement, governance, administration, reporting, analysis, insights and action
  • Create surveys and other forms of customer listening, analyze and learn from data, and identify action plans based on trends and feedback
  • In partnership with analytics and other cross functional teams, lead customer insights to increase internal customer centric thinking, tell the story through VOC data analysis and reporting, conduct root-cause analysis, and recommend key opportunities for improvement
  • Deliver rigorous analysis of customer feedback, journeys and pain points using leading methodologies
  • Link key VOC metrics to business performance (KPI) and develop strategic action items that drive business results
  • Partner with the various business units that lead the customer journey stages to develop journey maps and understanding of the customer lifecycle, obtain commitments and build action plans for customer experience gaps or new design
  • Continuously evaluate, enhance, and update data resources and listening posts together with analytics, IT and other cross-functional teams.
  • Ensure operational excellence in maintaining the survey instruments and process, keeping reporting tools up to date, documented and acting as the primary point of contact

Basic Qualifications:
  • Bachelor's Degree of equivalent experience
  • 5+ years' experience working on CX programs and initiatives
  • Experience working with CX measurement systems and setting goals for team targets
  • Understanding of CX loyalty metrics: NPS, Customer Effort Score, Customer Satisfaction
  • Demonstrated proficiency in Microsoft Excel, Word, and Power Point

Preferred Qualifications:
  • Excellent written and verbal communicator that can report CX data to different audiences in an understandable manner
  • Highly organized with strong project management skills and ability to prioritize
  • Experience driving change management and organizational adoption initiatives
  • Experience developing and leading stakeholder and executive presentations
  • Demonstrated ability to influence leaders and facilitate alignment and clear decision-making
  • Experience in the technology industry
  • Experience working in a global organization
  • CX certification (CCXP, Net Promoter System, FCXP, etc.)
  • Current or previous user of Confirmit, Clarabridge, or similar CX/XM tools

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.
More Information on Lenovo
Lenovo operates in the Hardware industry. The company is located in Bellevue, WA, Santa Clara, CA, Davie, FL, Morrisville, NC, Whitsett, NC, Chicago, IL, Fort Wayne, IN and Carmel, IN. Lenovo was founded in 1984. It has 40921 total employees. To see all 340 open jobs at Lenovo, click here.
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