HP Inc. Hiring for Assisted CX insights analysis responsible at Bangalore, India Full Time

HP is the world’s leading personal systems and printing company, we create technology that makes life better for everyone, everywhere. Our innovation springs from a team of individuals, each collaborating and contributing their own perspectives, knowledge, and experience to advance the way the world works and lives.

We are looking for visionaries, like you, who are ready to make a purposeful impact on the way the world works.

At HP, the future is yours to create!

Job Description

Applies subject matter knowledge to complex CX analysis. 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 within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.

This is a great opportunity to join 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.

In the CX Impact WSS Team we LISTEN to Customers, ANALYZE data, and draw Voice of the customers’ insights; we collaborate on the enablement of ACT to optimize customer experiences, and we MONITOR progress and trends overtime.

If you are passionate about our customers and want to analyze and understand our customer feedback and find opportunities to improve our customers’ experience, this is the role for you!

Critical skills for this role:

• Passion for customers and a desire to drive change by improving the experience.

• Excellent data analytical skills, in both statistical and business sense analysis

• Great communication skills, both within this management scope and through influential leadership across the organization

• Fluent with key customer experience metrics (NPS, CES, CSAT, etc.), CX methodologies, customer journey mapping and behavioral analysis.

• Ability to provide value on customer experience related topics.

• Change management experience with an emphasis on adoption of new processes, tools, and capabilities.

• Good domain of data statistical analysis tools (like Minitab, for example)

Key Responsibilities:

• You will BE RESPONSIBLE of the Assisted Support CX analysis, both data and text/sentiment analysis of the support level surveys.

• You will IDENTIFY customer main pain points across the Support journey and will PROVIDE narratives to all related reports that our team generate to the CSSD Organization.

• You will IDENTIFY areas of opportunity for the cross-functional teams to deep dive identifying root cause analysis and to prioritize actionable, high-impact customer experience insights across Assisted Support business areas.

• You will ADVOCATE , evangelize, and BUILD data-fueled INSIGHTS that help TRANSFORM our customers’ experience. You’ll dig in and become an expert on HP’s market trend, customer loyalty and voice of the customer channels.

• You will represent at the senior level the voice of the customer to stakeholders by proactively gathering feedback, observational studies, and “voice of the customer” research; ensures that identified issues are reported, tracked, and followed up on, resolves escalated items, and advocates for customer- centered outcomes while balancing HP and customer needs. Indirectly represents the HP actions and outcomes to the customer.

• You will leverage domain-specific expertise and overall customer experience leadership and perspective to support cross-organization projects, programs, and activities.

• You will provide guidance and mentoring to less- experienced staff members and customer experience influencers; leads best- practice sharing and supports development around specific customer experience innovation areas.

Education and Experience Required:

• Bachelor’s or Master’s degree in Statistics, Quality Management, Operations, Business Management, or equivalent.

• Quality certification/Lean Six Sigma or equivalent preferred.

• Ideally, 3-8 years of experience.

Knowledge and Skills:

• Superior analytical thinking, analysis, and problem-solving skills.

• Business sense when analyzing data to add more value summarizing the findings and the right conclusions, summarizing issues, pain points and recommendations.

• Ability to communicate abstract ideas clearly and independently manage complex project objectives.

• Superior business acumen, technical knowledge within multiple business units, and extensive knowledge in applications and technologies.

• Advanced verbal and written communication skills, including presentation, and influence.

• Advanced relationship management skills, including partnering and consulting.

Sustainable impact is HP’s commitment to create positive, lasting change for the planet, its people, and our communities. This serves as a guiding principle for delivering on our corporate vision – to create technology that makes life better for everyone, everywhere.

HP is a Human Capital Partner – we commit to human capital development and adopting progressive workplace practices in India.

About HP

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.

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.

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!

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).